Extend Salesforce with Clicks, Not Code

Salesforce, Winter ’22

@salesforcedocs Last updated: September 15, 2021 © Copyright 2000–2021 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS

Extend Salesforce with Clicks, Not Code ...... 1 Customize Your Salesforce Org ...... 2 Set Up Your Data Your Way ...... 143 Manage Your Notifications with Notification Builder ...... 461 Define and Manage Platform Events ...... 468 Manage Your Domains ...... 472 Build Your Own Web Site ...... 488 Extend the Reach of Your Organization ...... 710 Build Your Own Salesforce App ...... 942 Lightning App Builder ...... 961 Resources for the Point & Click Administrator ...... 1016

Index ...... 1018

EXTEND SALESFORCE WITH CLICKS, NOT CODE

Ready to go beyond the basics of Salesforce administration? Want to customize your org, push its boundaries, and enhance its functionality? You can do that and so much more without writing a single line of code. All you need is your mouse and a sense of adventure. Enhance your objects, data, and fields, customize your org’s look and feel, augment your business processes, create websites, and even create apps—all using point-and-click tools.

Customize Your Salesforce Org You can customize each of the standard tabs and types of records, including adding custom fields and setting page layouts. You can also customize search, tagging, and user interface options for your org. In addition, every Contact Manager, Group, Professional, Enterprise, Unlimited, and Performance Edition user can customize various personal display options. Set Up Your Data Your Way Optimize your Salesforce data to fit the unique needs of your users. You can create your own objects with data that fits together in the ways that make the most sense for you. Manage Your Notifications with Notification Builder Keep your users in the know with timely notifications, whether they’re at their desks or on the go. Choose whether standard Salesforce notifications, like Chatter notifications, appear on desktop, mobile, or at all. Create custom notifications to give your users new information and reminders, or replace a standard notification. Define and Manage Platform Events Use platform events to connect business processes in Salesforce and external sources through the exchange of real-time event data. Platform events are secure and scalable. Define fields to customize your platform event data. Manage Your Domains You can configure domains and their site associations to suit your organization’s unique needs. For example, you can set up a single domain to host your Experience Cloud, Lightning Platform, and Site.com sites. Or perhaps you want a single site on more than one domain. Build Your Own Web Site You can use Experience Builder or Salesforce Sites to build out your Salesforce organization with custom pages and apps. Extend the Reach of Your Organization Sometimes your users need to work with data and services that are outside your Salesforce org. There’s a variety of ways you can provide seamless access across org boundaries. Build Your Own Salesforce App An app is a collection of items that work together to serve a particular function. Salesforce apps come in two flavors: Classic and Lightning. Classic apps are created and managed in Salesforce Classic. Lightning apps are created and managed in Lightning Experience. You can customize both types of app to match the way your users work. Resources for the Point & Click Administrator In addition to online help, Salesforce creates guides and tip sheets to help you learn about our features and successfully administer Salesforce.

1 Extend Salesforce with Clicks, Not Code Customize Your Salesforce Org

Customize Your Salesforce Org

You can customize each of the standard tabs and types of records, including adding custom fields EDITIONS and setting page layouts. You can also customize search, tagging, and user interface options for your org. In addition, every Contact Manager, Group, Professional, Enterprise, Unlimited, and Available in: both Salesforce Performance Edition user can customize various personal display options. Classic and Lightning Watch a Demo: Creating a Workflow Rule (Salesforce Classic) Experience Quick demo of how to customize the way Salesforce looks for your organization. The available customization options vary according to To tailor Salesforce for your org, you can customize the display of the various tabs and other items. which Salesforce Edition you Select a link to get started on any task. have.

Find Object Management Settings USER PERMISSIONS Salesforce lets you personalize your object model with features like custom fields, page layouts, and validation rules. Depending on which experience of Salesforce you have enabled, these To view setup options: customizations are located in different areas of Setup. • View Setup and Control User Access to Fields Configuration Use field-level security to control user access to fields. Use page layouts to control the layout To customize your org: and organization of detail and edit pages in Salesforce, the Self-Service Portal, and the Salesforce • Customize Application Customer Portal. Custom Help Content Tailor help so that users understand how to work within your unique implementation of Salesforce. You can add learning in the flow of work in several ways. Add custom help for a page, app, object, or org level, or provide links to help in the Utility Bar, Path, or as a text box on the page. Show users custom resources in a Lightning Experience welcome mat when they first log in. Or, add micro-learning prompts and walkthroughs to your app to reach users with important news, training, and on-boarding information. Tailor Business Processes to Different Users Using Record Types Record types let you offer different business processes, picklist values, and page layouts to different users. You might create record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each. Or you might display different page layouts for your customer support cases versus your billing cases. Manage Your Translations If your Salesforce org has multiple languages enabled, manage translations so that your global users can use Salesforce in their language.

Find Object Management Settings Salesforce lets you personalize your object model with features like custom fields, page layouts, and validation rules. Depending on which experience of Salesforce you have enabled, these customizations are located in different areas of Setup.

Find Object Management Settings in Lightning Experience Salesforce lets you customize your object model with features like custom fields, page layouts, and validation rules. Most objects are available from the Object Manager in Setup. Find Object Management Settings in Salesforce Classic Salesforce lets you personalize your object model with features like custom fields, page layouts, and validation rules. Depending on which type of object you want to find, these customizations are located in different areas of Setup.

2 Extend Salesforce with Clicks, Not Code Find Object Management Settings

Standard Object Limits Standard object limits include usage details for object customizations, such as the custom fields you’ve added or sharing rules you’ve applied to an object. Quick Access Menu The quick access menu offers handy shortcuts to customization features. App Setup Overview

Find Object Management Settings in Lightning Experience

Salesforce lets you customize your object model with features like custom fields, page layouts, and EDITIONS validation rules. Most objects are available from the Object Manager in Setup. Standard Objects and Custom Objects Available in: Lightning A standard object, such as Account or Contact, comes out of the box with your Salesforce Experience organization. A custom object is an object that you or another administrator created. Available in: All editions From Setup, at the top of the page, select Object Manager. Select one of the objects in the list, and then select a specific customization from the left pane.

For example, to add a custom field to the Account object, select Object Manager from the top of the Setup page. Next, select Account, and then Fields & Relationships. Select New.

3 Extend Salesforce with Clicks, Not Code Find Object Management Settings

Note: If you’ve renamed any objects or fields, the Object Manager uses their assigned custom names.

Other Standard Objects Some standard objects aren’t housed in the Object Manager. Standard objects with more specific purposes and customizations can be found in Setup using the Quick Find box. From Setup, enter the object name in the Quick Find box, then select the customization. Custom Objects You can also create custom objects from the Object Manager. From Setup, at the top of the page, select Object Manager. Then select New Object.

External Objects An external object is similar to custom objects, except that it maps to data that’s stored outside your Salesforce organization. From Setup, enter External Objects in the Quick Find box, then select External Objects. Next, click one of the external objects in the list. Then scroll to the section for the specific customization. For example, to add a custom field to the Orders external object, enter External Objects in the Quick Find box, then select External Objects. Click Orders, and then scroll to Custom Fields and Relationships.

SEE ALSO: Point-and-Click Customization: What’s Different or Not Available in Lightning Experience

Find Object Management Settings in Salesforce Classic

Salesforce lets you personalize your object model with features like custom fields, page layouts, EDITIONS and validation rules. Depending on which type of object you want to find, these customizations are located in different areas of Setup. Available in: Salesforce Standard Objects Classic A standard object, such as Account or Contact, comes out of the box with your Salesforce Available in: All editions organization.

4 Extend Salesforce with Clicks, Not Code Find Object Management Settings

From Setup, enter the name of the appropriate object in the Quick Find box, then select the specific customization. For example, to add a custom field to the Case object, enter Case in the Quick Find box, then select Fields under Cases. Custom Objects A custom object is an object that you or another administrator created. From Setup, enter Objects in the Quick Find box and select Objects. Next, click one of the custom objects in the list. Then scroll to the section for the specific customization. For example, to add a custom field to the Job Applications object, enter Objects in the Quick Find box, then select Objects. Click Job Applications, and then scroll to Custom Fields and Relationships. External Objects An external object is similar to custom objects, except that it maps to data that’s stored outside your Salesforce organization. From Setup, enter External Objects in the Quick Find box, then select External Objects. Next, click one of the external objects in the list. The scroll to the section for the specific customization. For example, to add a custom field to the Orders external object, enter External Objects in the Quick Find box, then select External Objects. Click Orders, and then scroll to Custom Fields and Relationships.

Standard Object Limits

Standard object limits include usage details for object customizations, such as the custom fields EDITIONS you’ve added or sharing rules you’ve applied to an object. The list varies depending on the object. When a customization exceeds the allowed limit for the Available in: both Salesforce object, or reaches 75% of the limit, a tip displays that suggests what you can do next. Classic and Lightning Experience Refer to the standard object limits page when you’re planning to customize a particular standard object or to monitor the usage and limits of customizations on that object. Available in: All Editions To see an object’s usage: except Database.com • If you’re using Lightning Experience, from Setup, open the Object Manager, click the name of the object you want to see the usage for, and then go to Object Limits. • If you’re using Salesforce Classic, from Setup, enter the object name in the Quick Find box, and then select Limits under that object.

Note: The object limit percentages are truncated, not rounded. For example, if your org uses 95.55% of the limit for a particular customization, the object limit displays 95%.

5 Extend Salesforce with Clicks, Not Code Find Object Management Settings

Quick Access Menu

The quick access menu offers handy shortcuts to customization features. EDITIONS When you're working on apps or objects, use this menu to jump to relevant app customization features. It's available from object list view pages and record detail pages. Available in: Salesforce Classic (not available in all Note: If drag-and-drop scheduling on list views is enabled, the quick access menu isn't visible orgs) for list views on accounts, contacts, and custom objects. Available in: Contact • To expand or collapse the menu, click (or press ALT+;). Manager, Group, • To scroll down the list of the menu, press TAB. Professional, Enterprise, • To select an option on the menu, press ENTER. Performance, Unlimited, and Developer Editions • To remove the menu from all list views and record pages, click Turn off menu. To restore the quick access menu: USER PERMISSIONS 1. From your personal settings, enter Advanced User Details in the Quick Find box, then select Advanced User Details. No results? Enter Personal Information in the To view the quick access Quick Find box, then select Personal Information. menu: • Customize Application 2. Click Edit. 3. Select the Quick Access Menu checkbox. 4. Click Save.

SEE ALSO: Personalize Your Salesforce Experience

6 Extend Salesforce with Clicks, Not Code Rename Object, Tab, and Field Labels

Rename Object, Tab, and Field Labels

You can change the name of almost any object, field, or tab in Salesforce. This simple adjustment EDITIONS lets you continue using the terminology your users already know and helps them transition to using Salesforce. However, Salesforce Help and most pages in Setup always display the original names Available in: both Salesforce for standard objects, fields, and tabs. Classic and Lightning For example, you can change the name label for the "Accounts" object and related "Accounts" tab Experience to "Companies", and change the field "Account Name" to "Company Name." When you rename an Available in: Essentials, object, tab, or field, the new name appears on all pages the user sees, in Salesforce for Outlook, and Professional, Enterprise, in Connect Offline. Performance, Unlimited, Before renaming tabs, objects, fields, and other related labels, review the implementation tips for and Developer Editions administrators. If you use person accounts in your Salesforce org, see Renaming Person Account Labels. USER PERMISSIONS 1. From Setup, enter Rename Tabs and Labels in the Quick Find box, then select To rename a tab and field: Rename Tabs and Labels. • Customize Application 2. Select your default language from the Select Language drop-down list at the top of the OR page. Manage Translation Note: In Hebrew, we recommend keeping tab renaming to a minimum because variable OR gender in verbs is not supported and verbs can lose gender agreement. If you are designated as a translator, you need: 3. Click Edit next to the tab you want to rename. Click Reset to revert to a tab’s original name. View Setup and Note: You can’t reset custom object tab names. Configuration

To reset renamed tabs: 4. Enter the singular and plural forms of the new tab name. Also, if applicable for the language, • Customize Application select Starts with a vowel sound for labels that start with a vowel to ensure that Salesforce uses the proper article (such as “a” or “an”). Then click Next. OR When you rename a tab or an object, you can’t use the name of another standard tab, custom Manage Translation object, external object, or custom tab. When you rename an object, a field, or a tab, you can’t OR use include these characters: #, $, %, ;, <, =, >, [, ], ^, `, |, and ~. If you are designated as a translator, you need: 5. Enter your labels for the standard field labels and other user interface elements. Be sure to enter View Setup and both a singular and plural form for each label that requires it. Select Starts with a vowel sound Configuration for labels that start with a vowel.

Note: Some standard fields, such as Created By and Last Modified By, are purposely omitted from renaming because they track system information. EDITIONS

6. Click Save. Available in: Salesforce Repeat this procedure to translate labels into all other languages used in your organization. Classic (not available in all orgs) Tip: After renaming a tab or object, rename any custom reports, dashboards, profiles, permission sets, custom fields, and list views that contain the original name. You can modify Person accounts available labels using the Translation Workbench. To rename a standard report, click Save As and save in: Enterprise, Performance, it to a folder designed for your new name. Unlimited, and Developer Editions Other tab customization options include: • Individual users can control which tabs and related lists display for their own logins.

7 Extend Salesforce with Clicks, Not Code Rename Object, Tab, and Field Labels

• In addition to the standard tabs provided by Salesforce, users can create entirely new custom tabs depending on their Edition. For more information, see Custom Tabs. • In Enterprise, Unlimited, Performance, and Developer Edition organizations, you can override the tab home page that is displayed when a user clicks a standard, custom, or external object tab. For more information, see Override Standard Buttons and Tab Home Pages on page 785.

Renaming Person Account Labels If your org uses person accounts, you can rename these standard fields.

Field Tab Description Business Account Accounts An account that is not a person account because it does not have a record type specific to person accounts. This label is primarily used to clarify the type of accounts you are importing.

Person Account Accounts A person account.

Business Contact Contacts A contact that is associated with a business account. This label is primarily used to clarify the type of accounts you are importing.

When you rename the Person Account field label, the renamed label appears in Salesforce: • As a prefix to differentiate person account fields such as Birthdate and Home Phone from business account fields. For example, Person Account: Birthdate is available as an account column in opportunity reports. • In the name of the Is Person Account field and icon. For example, if you rename the Person Account field to “Consumer,” then Is Person Account becomes Is Consumer.

Note: The Person Account and Business Account field labels are independent from actual record type names. • To customize person account record types, from the object management settings for person accounts, go to Record Types. • To customize business account record types, from the object management settings for accounts, go to Record Types.

SEE ALSO: Considerations for Renaming Tab and Field Labels Rename the Chatter Tab Find Object Management Settings

8 Extend Salesforce with Clicks, Not Code Rename Object, Tab, and Field Labels

Considerations for Renaming Tab and Field Labels

Before renaming standard and custom tabs and fields, learn how those changes affect your users. EDITIONS • Most standard tabs and objects can be renamed but not all. For example, the Forecasts tab is not available for renaming. From Setup, enter Rename Tabs and Labels in the Quick Available in: both Salesforce Find box, then select Rename Tabs and Labels to view a list of the tabs and objects you Classic (not available in all can rename. orgs) and Lightning Experience • The renamed labels appear on all user pages in Salesforce including Personal Setup. In Lightning Experience, all pages in the Setup area use the renamed labels. In Salesforce Classic, the Setup Available in: Professional, pages in the Setup area use the default, original labels. Enterprise, Performance, • Some standard fields, such as Created By and Last Modified By, are purposely Unlimited, and Developer omitted from renaming because they track system information. Editions • When you rename a tab or an object, you can’t use the name of another standard tab, custom object, external object, or custom tab. USER PERMISSIONS • When you rename a tab, a field, or an object, you can’t use include these characters: #, $, %, To rename tab and field ;, <, =, >, [, ], ^, `, |, and ~. labels: • After renaming tabs, objects, or fields, check the following additional items that may need • Customize Application manual updates: To reset renamed tabs: – Review all list view names. List view names continue to display the original object name • Customize Application until you change them manually. – Check standard report names and descriptions for the objects you renamed. – Update the titles and descriptions of any email templates that contain the original object or field name. – Manually change any other items you customized with the new object or field name. For example, custom fields, page layouts, and record types may contain the original tab or field name.

• Connect Offline, the Outlook integration, the Gmail integration, and Salesforce for Outlook use your new names. • If you have renamed tabs, objects, or fields, you can also replace the Salesforce Help with another URL. Users can view this URL whenever they click on any context-sensitive help link on an end-user page or within their personal settings. After you replace the help, the Help & Training link at the very top of every page and all Setup pages will continue to display the Salesforce Help. For instructions on replacing the online help, see Define Org-Level Help in Salesforce Classic on page 99. • In Hebrew, we recommend keeping tab renaming to a minimum because variable gender in verbs is not supported and verbs can lose gender agreement.

SEE ALSO: Rename Object, Tab, and Field Labels

9 Extend Salesforce with Clicks, Not Code Control User Access to Fields

Control User Access to Fields

Use field-level security to control user access to fields. Use page layouts to control the layout and EDITIONS organization of detail and edit pages in Salesforce, the Self-Service Portal, and the Salesforce Customer Portal. Available in: both Salesforce Important: When you use page layouts to hide fields from detail and edit pages, users can Classic and Lightning still see these fields via reports, search results, list views, and the API. To restrict field access, Experience use field-level security. Search doesn’t return results for records with fields protected by field Page layouts and search level security. In some rare situations, when search terms match field values protected by layouts available in: All field-level security, the associated records are returned but without the protected fields and Editions their values. Don’t use page layouts to secure data. For example, removing the Edit button Field-level security available from a page layout doesn’t prevent users from using inline editing. To prevent users from in: Enterprise, Performance, editing data, use sharing rules, field-level security, page layout field properties, validation Unlimited, Developer, and rules, object permissions, and Visualforce pages. Database.com Editions

Field-Level Security • Restrict users’ access to view and edit fields. For example, restrict access in reports, search results, list views, related lists, email, and mail merge templates, custom links, Connect Offline. Also restrict API access and when synchronizing data or importing personal data. • Override less-restrictive field access settings in page layouts and mini page layouts. For example, if a page layout requires a field that’s read-only in field-level security settings, the field remains read-only for the user. • Override less-restrictive field settings in search layouts. For example, if a field is visible in the search layout but hidden via field-level security settings, the field remains hidden.

Page Layouts • Control the layout and organization of detail and edit pages. • Control which fields, related lists, and custom links users see, on detail and edit pages only. • Control which standard and custom buttons display on detail pages and related lists. • Determine whether fields are visible, read only, or required, on detail and edit pages only. • Determine the fields that users can import data into. • In Personal, Contact Manager, Group, and Professional Editions, page layouts control which fields users can access in: – related lists and list views – reports – Connect Offline – email and mail merge templates – custom links Page layouts also control field access when synchronizing data. • In Professional, Enterprise, Unlimited, Performance, and Developer Editions, determine aspects of mini page layouts, including: – record type – profile associations – related lists – fields and field access settings

10 Extend Salesforce with Clicks, Not Code Control User Access to Fields

The visible fields and related lists of the mini page layout can be further customized. But other items inherited from the associated page layout can’t be changed on the mini page layout. Mini page layouts display selected fields and related lists of records in the mini view of the console.

Tip: To automatically add a field to all page layouts and make it visible and required everywhere regardless of field-level security, make it a universally required field.

Feed-based Layouts Overview Feed-based page layouts make it easier to work with records by providing two separate views: one for the record’s feed, and one for its details, including related lists. Create Page Layouts With the enhanced page layout editor, you can tailor record page layouts to the needs of your users. Add, remove, or reorder actions, buttons, fields, and sections on a record’s detail page. Create Feed-based Page Layouts Make it easier for your users to work with account, contact, lead, opportunity, custom, and external object records by creating feed-based layouts. These layouts include two separate views: one for the record’s feed and one for its details. Page Layouts Page layouts control the layout and organization of buttons, fields, s-controls, Visualforce, custom links, and related lists on object record pages. They also help determine which fields are visible, read only, and required. Use page layouts to customize the content of record pages for your users. Compact Layouts A compact layout displays a record’s key fields at a glance in the Salesforce mobile app, Lightning Experience, and in the Outlook and Gmail integrations. Select Which Fields Appear in the Recently Viewed List As a Salesforce admin, you can customize the Recently Viewed list that appears on the home page for most standard and custom objects. Choose and order the fields to display so that your users see the information that’s most important for your company.

SEE ALSO: Page Layouts Customize Search Results Layouts

Feed-based Layouts Overview Feed-based page layouts make it easier to work with records by providing two separate views: one for the record’s feed, and one for its details, including related lists.

Available in: Enterprise, Performance, Unlimited, and Developer Editions

Unlike standard page layouts, which include all of a record’s information—the feed, details, and related lists—on one page, feed-based layouts let you switch between the feed view and the details view so you can focus on the type of information you need at any given moment. For example, to see comments others have made about a record or to create a new record that’s related to it, you’d use the feed view. To delve into the record’s related lists, attachments, and other in-depth information, you’d use the details view. Feed-based layouts are available on account, asset, case, contact, lead, opportunity, custom, and external objects.

11 Extend Salesforce with Clicks, Not Code Control User Access to Fields

The feed view in these layouts includes: 1. Tabs or, if you’re working in the Salesforce console, toggle buttons ( ) to switch between the feed view and the detail view. 2. The publisher, which might include actions that let you do things like create related records or log calls, depending on how your administrator has set up your organization. 3. The record feed, which shows activity on the record, such as comments others have made about it. 4. Any custom buttons and links your administrator has added. 5. A follow button ( ) or following indicator ( ) and a list of people who follow the record. Depending on how your administrator has set up the page, these might appear on the left side or on the right side. 6. Feed filters, which let you choose which information from the feed you see. Depending on how your administrator has set up the page, the filters might appear on the left side of the page, in the center, or on the right. Detail views show in-depth information about the record, including related lists.

12 Extend Salesforce with Clicks, Not Code Control User Access to Fields

SEE ALSO: Create Feed-based Page Layouts

Create Page Layouts

With the enhanced page layout editor, you can tailor record page layouts to the needs of your users. EDITIONS Add, remove, or reorder actions, buttons, fields, and sections on a record’s detail page. 1. From the management settings for the object that you want to edit, go to Page Layouts. Available in: Salesforce Classic (not available in all 2. Click New. orgs) and Lightning 3. Optionally, choose an existing page layout to clone. Experience

4. Type a name for the new layout. Available in: Enterprise, 5. Optionally, select Feed-Based Layout to create a layout that includes separate tabs for Performance, Unlimited, a record’s feed and detail pages. and Developer Editions 6. Click Save. 7. Modify the layout. USER PERMISSIONS 8. Assign the new layout to user profiles. To create page layouts: • Customize Application

13 Extend Salesforce with Clicks, Not Code Control User Access to Fields

Tip: You can also create a new page layout by cloning an existing one using Save As from within the layout.

SEE ALSO: Edit Page Layouts for Standard Objects Edit Page Layouts for Custom and External Objects Control User Access to Fields Feed-based Layouts Overview Find Object Management Settings

Create Feed-based Page Layouts

Make it easier for your users to work with account, contact, lead, opportunity, custom, and external EDITIONS object records by creating feed-based layouts. These layouts include two separate views: one for the record’s feed and one for its details. Available in: Salesforce Feed-based layouts offer a more streamlined way of working with records, and don’t require users Classic (not available in all to scroll through information they’re not interested in to find what they’re looking for. Users can orgs) easily switch back and forth between the feed view, which includes the publisher and important Available in: Group, events on the record, shown in chronological order, and the details view, which shows in-depth Professional, Enterprise, information about the record, including related lists. Performance, Unlimited, You can create feed-based layouts for account, asset, contact, lead, opportunity, custom, and external Contact Manager, and objects. To create feed-based layouts for cases, use Case Feed. Developer Editions 1. Be sure feed tracking is enabled for the object on which you want to create a feed-based layout. To enable feed tracking, from Setup, enter Feed Tracking in the Quick Find box, USER PERMISSIONS then select Feed Tracking. To create, edit, and delete 2. Create a new page layout and select Feed-Based Layout. page layouts: • Customize Application Note: Only new page layouts can be feed-based; you can’t change an existing standard layout to a feed-based layout.

3. Click Edit next to your layout and use the enhanced page layout editor to configure it. You can’t configure feed-based layouts with the original page layout editor.

4. On the main page layout editor page, customize the publisher to include the actions you want to make available to users, and add any custom buttons or links. 5. Click Feed View in the page layout editor header to customize what appears on the feed page. You can: • Enable full-width feed so the feed expands horizontally when users view records in Salesforce console tabs or subtabs. • Turn on compact feed so users see a cleaner, more streamlined feed view when working with records in Salesforce console tabs or subtabs. • Choose to automatically collapse the publisher when it’s not in use so users can see more of the information below it on the page. • Add custom components, which are Visualforce pages with functionality you define. • Choose where on the page custom buttons and links and standard components like the Follow button and followers list appear. • Hide the standard sidebar.

14 Extend Salesforce with Clicks, Not Code Control User Access to Fields

• Choose which feed filters are available, and where they appear.

6. Assign the page layout to user profiles.

SEE ALSO: Feed-based Layouts Overview Use Case Feed in Salesforce Classic Feed Tracking Enable Feed Updates for Related Records

Page Layouts

Page layouts control the layout and organization of buttons, fields, s-controls, Visualforce, custom EDITIONS links, and related lists on object record pages. They also help determine which fields are visible, read only, and required. Use page layouts to customize the content of record pages for your users. Available in: both Salesforce Page layouts can include s-controls and Visualforce pages that are rendered within a field section Classic and Lightning when the page displays. You can control the size of the s-controls and Visualforce pages, and Experience determine whether or not a label and scroll bars display. Page layouts are available Salesforce has two drag-and-drop tools for editing page layouts: the original page layout editor in: All Editions and an enhanced page layout editor. The enhanced page layout editor is enabled by default, and Creation and deletion of provides all the functionality of the original editor, as well as additional functionality and an page layouts is available in: easier-to-use WYSIWYG interface. Professional, Enterprise, You can enable the original page layout editor in the User Interface settings. Your Salesforce org Performance, Unlimited, can use only one page layout editor at a time. and Developer Editions From within a page layout, you can access a mini page layout. The mini page layout defines the hover details that display when you mouse over a field on an object’s detail page in the Agent USER PERMISSIONS console or in the Recent Items section of the sidebar in Salesforce Classic. To create, edit, and delete For Personal, Contact Manager, Essentials, and Group Edition orgs, every user views the same layout. page layouts: Professional, Enterprise, Unlimited, Performance, and Developer Edition orgs can create different • Customize Application page layouts for use by different profiles and record types and set field-level security settings to further restrict users’ access to specific fields. In Professional, Enterprise, Performance, Unlimited, and Developer Editions, you can set the mini page layouts and related objects that appear in the Console tab.

Usage Considerations Starting in Winter ’20, layout changes made by administrators for record pages don't appear immediately in Lightning Experience. The record page displays the updated layout about 15 minutes later when you reload the page. This change is a tradeoff to significantly improve performance of record pages. To see your changes immediately, log out and log back in. Other users don't see the change until up to 1 hour later when they reload the page. This change impacts record pages for the following objects. • Account • Case • Contact • Lead

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• Opportunity • Custom objects This change also applies to record layouts updated through the page layout editor, compact layouts, and Lightning pages. For example, the layout is changed when you add a custom field to an object and add that field to the page layout. For changes to a Lightning page, such as via the Lightning App Builder, administrators continue to see their changes immediately after a page reload. However, other users and other browsers don’t see the change up to 1 hour later when they reload the page. To see the changes immediately, users can log out and log back in.

Edit Page Layouts for Standard Objects Change the look and feel of page layouts for standard Salesforce objects. Edit Page Layouts for Custom and External Objects Change the look and feel of page layouts for custom and external objects. Customize Page Layouts with the Enhanced Page Layout Editor The enhanced page layout editor is a WYSIWYG tool for customizing your page layouts in Salesforce, the Self-Service Portal, and the Salesforce Customer Portal. The enhanced page layout editor has all the functionality of the original page layout editor, but has more features and an easier-to-use interface. Customize Salesforce Classic Home Tab Page Layouts You can customize the Home tab in Salesforce Classic to include components such as sidebar links, a company logo, a dashboard snapshot, or custom components that you create. A dashboard snapshot is a clipping of the top row of a dashboard’s components. Just like other tabs, you can also assign different home page layouts to different users based on profile. Set Page Layouts and Field-Level Security Assign Page Layouts to Profiles or Record Types Assign Page Layouts from a Customize Page Layout or Record Type Page Edit Multi-Line Layouts for Opportunity Products Build Page Layouts for Custom Objects How Page Layouts Work in the Salesforce Mobile App Use the enhanced page layout editor to customize the layout of an object’s record detail pages, configure actions, and adjust which fields and related lists appear in the Salesforce mobile app. Page Layouts in Lightning Experience When you customize your page layouts in Salesforce Classic, those changes can affect the content of object record pages in Lightning Experience. However, in Lightning Experience, the page elements display differently and some aren’t supported. Tips for Optimizing Page Layouts for the Salesforce Mobile App Here are some tips and tricks for making your existing page layouts more mobile-friendly. Manage Mobile Cards in the Enhanced Page Layout Editor Add expanded lookups, components, and Visualforce pages to the Mobile Cards section of your page layout to have them show up as mobile cards in the Salesforce mobile app. Customize Related Lists You can customize the buttons, columns displayed, column order, and record sort order of related lists on record detail pages in Salesforce and the Salesforce Customer Portal. Customize Detail Page Buttons

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Customize Page Layouts with the Original Page Layout Editor Use the original page layout editor to customize page layouts in Salesforce, the Self-Service Portal, and the Salesforce Customer Portal.

SEE ALSO: Custom Help Content

Define Field-Level Help

Define custom help text for your organization’s fields to provide users with a helpful description. EDITIONS Help text can be defined for standard and custom fields on all detail and edit pages where the field displays. Users can view the field-level help text by hovering over the Info icon next to the field. Available in: both Salesforce 1. From the management settings for the field’s object, go to Fields. Classic and Lightning Experience 2. Click Edit next to the field. 3. In the Help Text field, enter the text you want displayed. The text displays when a user Available in: All Editions hovers the mouse over the Info icon that appears next to the field on a detail or edit page. You except Database.com can enter up to 510 characters. 4. Click Save. USER PERMISSIONS

Note: If the object you’re modifying is exposed in an Experience Cloud site, field-level help To define or change is visible to site members, including unlicensed users, partners, and customers. Make sure field-level help: the information you provide in field-level help accounts for all audiences and doesn’t contain • Customize Application business-sensitive information.

SEE ALSO: Custom Help Content Field-Level Help Find Object Management Settings

Custom Help in Lightning Experience In Lightning Experience, in-app guidance allows you to use prompts and walkthroughs to reach users directly with news, training, and onboarding messages. Customizing the Help Menu allows you to supplement the recommended resources by adding a section with links to your own content. Admins customize the Learning Paths panel by selecting learning content and assigning it to a specific audience and location in the app.

If you... Then consider...

Have a few, key resources to share with your users. Help Menu Provide a space for users to access critical resources anytime, anywhere in the org. Add a custom section to the Help Menu with links to your FAQs, Trailhead mixes, Salesforce Help documents, and more. Centralize learning resources in the Help Menu, which users can access by clicking the ? in the global header.

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If you... Then consider...

Have dozens of resources to share with your users. Learning Paths Require users to complete training by a certain date. Manage, assign, and track all your longform in-depth learning Have training created for specific pages or specific users. resources. Display public Trailhead and myTrailhead modules or URLs to resources in specific locations for specific users with a contextual learning panel. Apply a due date and track completion metrics. Centralize all learning resources on the Learning homepage. Earn Trailhead and myTrailhead badges inside the app.

Want to nudge, prompt, or remind users of important In-App Guidance announcements or features. Provide targeted, micro-learning moments to boost feature adoption. Pick from targeted, floating, and docked prompts or walkthroughs. Design the guidance, select the target audience, and specify where it appears and for how long. Add links to internal wikis, training, or PDFs for a custom call to action. Use built-in engagement tracking.

In-App Guidance in Lightning Experience In Lightning Experience, add prompts and walkthroughs to your app to share information, train, or onboard users. Write the content, select the target audience, and specify where it appears and for how long. You can add multiple items to the same page, but they don’t appear at the same time. By default, a user sees only one item per 24 hours, per app. Salesforce shows it again or cancels scheduled recurrences based on whether the user interacts with or ignores the prompt or walkthrough. Best Practices for Learning Paths and the Help Menu Whether you have minimal time to devote to end-user training or your company has a full-fledged training program, Help Menu and Learning Paths can help. Learn how to define an in-app help strategy and get tips for customizing Learning Paths. Learning Paths Bring all the fun of Trailhead inside the workspace to create a personalized and always-available learning experience for your users. The Learning Paths icon in the global header is visible to all users. It opens a panel where users can read Trailhead and myTrailhead content and earn badges inside the app. Admins customize the panel by selecting learning content and assigning it to a specific audience and location in the app. Choose modules from Trailhead or myTrailhead and add links to other training resources for the ultimate custom training experience. Admins can let other stakeholders, such as trainers or sales team managers, assign and manage learning items. Customize the Help Menu in Lightning Experience The Help icon in the header opens a menu of contextual help topics, Trailhead modules, videos, and more items chosen by Salesforce. You can supplement the recommended resources by adding a section with links to your own content. Your section appears at the top of the Help Menu on each page. There’s only one custom Help Menu section per org. You can’t add links to the Getting Started, Help For This Page, or More Resources sections.

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In-App Guidance Best Practices in Lightning Experience From writing engaging titles to choosing the right resources, review Salesforce recommendations for creating more effective prompts and walkthroughs. Get inspired with examples for common use cases such as onboarding and training. Considerations for In-App Guidance in Lightning Experience Before creating prompts and walkthroughs for your users, understand the settings and their behavior. Define Walkthroughs in Lightning Experience Create a hands-on interactive tour to guide users through onboarding or feature introduction with a series of step-by-step prompts. Define Prompts in Lightning Experience Reach users inside the app with small windows displaying news, training, feature adoption, and onboarding messages. Test In-App Guidance in Lightning Experience Testing lets you log in as specific users to verify that they see the correct prompt or walkthrough. While in test mode, Salesforce ignores the schedule settings and timed delay so you can test more than one item at a time. User interactions aren’t logged, so metrics aren’t affected. Monitor In-App Guidance in Lightning Experience Learn how to resolve and clear in-app guidance errors and warnings. Use metrics to fine-tune the location, position, content, and schedule settings. Salesforce In-App Content in Lightning Experience Learn about the valuable in-app content that appears in Salesforce.

SEE ALSO: Video: Get Started with In-App Guidance Video: Create Prompts Video: Create Walkthroughs Trailhead: User Engagement Knowledge Article: In-App Guidance Prompts FAQ

Getting Started Resources Available from AppExchange For example prompts, install the In-App Guidance: Boost Sales User Productivity in Lightning Experience or In-App Guidance: Boost Service User Productivity in Lightning Experience packages.

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For example walkthroughs, install the In-App Guidance Walkthroughs: Getting Started for Sales Users package. For monitoring user engagement of in-app guidance with prebuilt, customizable reports and dashboards, install the packages for prompts and walkthroughs.

Choosing the Right In-App Guidance Consider these high-level recommendations when choosing the in-app guidance type for your use case. For more information, take the User Engagement Trailhead module. Floating Prompt Use a short message, an optional image of your choosing, and an action button to enhance feature discovery. Pros: You can place floating prompts at nine positions around the page, allowing you to link the prompt content to what the user sees on the screen. The short length means that the user gets the information and gets on with their workday quickly. Cons: The user can easily overlook the floating prompt because it’s smaller and disappears when a user navigates off the page. But that’s when scheduling more recurrences comes in handy.

Example: Here’s a floating prompt for feature discovery and adoption. The goal is to make sure that all users are familiar with the latest productivity-boosting feature: the ability to pin a favorite list view.

Targeted Prompt Enjoy the same benefits as a floating prompt without being confined to nine placement positions. Connect a targeted prompt to a specific page element to show your users exactly what you’re referring to. Pros: You can place targeted prompts on targetable page elements. Further customize the position and alignment relative to your chosen element by choosing from 12 positions around the element. Or use smart positioning and let Salesforce determine the best location based on the user’s page configuration. Cons: Page configurations can change and so can user’s access to an app or a page. If a user doesn’t have access to the element the targeted prompt points to, the prompt shows a warning to the user and in the In-App Guidance Setup page and the In-App Guidance Builder. Also, if the element is no longer on the page, the targeted prompt also switches to a floating prompt.

Example: Here’s a targeted prompt pointing to a path element on an opportunity. The goal is to make sure users notice that the path element tracks their progress as they complete steps.

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Docked Prompt Take advantage of more room to include an optional image or embed a video, or include step-by-step directions for completing a task. Doing so assists with feature adoption, deeper learning, and training. Pros: Users can maximize, minimize, or keep the docked prompt open while they navigate around the app, making it ideal for instructions the user can follow as they work. Cons: Although there’s more room for content, too much information can overwhelm users and cause them to not complete your call to action. Focus on the most important information, and take advantage of the option to add a video.

Example: Here’s a docked prompt to highlight configuration changes. The goal is to alert users that you’re changing the page layout of the Account record.

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Walkthrough Provide a step-by-step, guided educational experience on a single page or across multiple pages by stringing together a series of floating, targeted, and docked prompts. Walkthroughs provide in-context training that’s perfect for onboarding and feature adoption. Pros: Instead of just reading instructions, users see the steps in their own workspace. It’s a great way for new users to learn more about how to use the app. Cons: Users must invest time to fully comprehend and complete walkthroughs. Although you can add up to 10 steps, Salesforce recommends roughly five steps for higher completion rates. If you drafted a longer walkthrough, consider breaking it up into two walkthroughs.

Tip: Salesforce recommends floating and targeted prompts for most walkthrough steps. Docked prompts are recommended only for the final step to include more information and calls to action.

Example: Here’s part of a walkthrough for onboarding training. The goal is to train new sales team members on how to use Path.

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Writing Engaging In-App Guidance Content In general, use a conversational but concise tone when writing in-app guidance. For more voice and tone information, check out the Salesforce Voice and Tone Guidelines, the User Engagement Trailhead module, and the Writing Style Trailhead module. Consider these tips for each part of the prompt when writing in-app guidance. Header (Docked Prompt) The header follows the title, so use it to indicate to the user what type of information is in the prompt. For example, Important Changes, New Feature, or List View Tips. Title Use keywords that emphasize the purpose and value of the feature or process to users. Avoid excessive exclamation marks. For single prompts, format your title using imperative phrases. For example, “Create shortcuts to favorite pages” instead of “Favorites are a way to create shortcuts” or “New feature: Favorites.” For walkthroughs, your title varies with each step. • The first step of the walkthrough welcomes the user and explains where users are headed. • The middle steps can be either instructional to describe how to complete an action or conceptual to provide information that helps users understand the use case, benefit, or purpose. • The last step gives users encouragement for taking the walkthrough.

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Body Elaborate on the title without restating it. Provide more information about the feature or process, mention the problem that the solution solves, or include common use cases. Write in a minimal and straightforward style. Include content that’s directly relevant to the current task. Don’t include anything that users must refer to later. Focus on writing content that’s easy to understand and to execute. For walkthroughs, the body varies with each step. • The first step of the walkthrough clearly states the goal and the benefits to the user before they start. • The middle steps provide more details about the process or concept. • The last step can include next steps or resources to keep the user engaged with the feature. Media Upload images to floating, targeted, and docked prompts or embed a video in a docked prompt. Make your in-app guidance more engaging by adding a .jpg, .jpeg, .png, or .gif file. Animated .gifs can further articulate the guidance in a prompt.

Note: Animated .png files aren’t supported and don’t include a play/pause button.

Or embed a video in docked prompts.

Note: You can only include an image or an embedded video. If you include an embedded video and then include an image, the image shows in the docked prompt. Buttons Keep button names consistent. Salesforce recommends Dismiss for the dismiss button and Tell Me More for the action button or link to a help resource. The action button label indicates where users are going before they click. When choosing a resource to link to, think about a resource that helps users complete the task or is part of the call to action. In-app guidance is engaging because it keeps users in the app, so don’t direct them to help stored outside the app unnecessarily.

SEE ALSO: Define Prompts in Lightning Experience Define Walkthroughs in Lightning Experience Considerations for In-App Guidance in Lightning Experience

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Considerations for In-App Guidance in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

To add, edit, and manage prompts and Manage Prompts AND View All Profiles (if In-App Guidance available walkthroughs as a designated user profile filtering is enabled) in: Essentials, Group, Professional, Enterprise, Note: An admin can manage Performance, Unlimited, prompts without adding more user and Developer Editions permissions. Assign these permissions to non-admin users who In-App Guidance not want to manage prompts. If you don’t available for: Chatter have access to an item, such as an External and Chatter Free object or app, some actions aren’t user licenses available to you. myTrailhead available in: Only users with the View All Data or Enterprise, Performance, Modify All Data permissions can see and Unlimited Editions another user’s errors, views, and completions.

To view more than three active custom View Walkthroughs walkthroughs as a user outside of the In-App Note: The View Walkthroughs user Guidance Builder permission is part of the Walkthroughs Note: If some users in an org have a permission set license. The myTrailhead subscription, users who myTrailhead subscription includes this don’t have the subscription can’t see feature. For pricing details, contact in-app guidance. your Salesforce account executive.

Before creating prompts and walkthroughs for your users, understand the settings and their behavior. In-App Guidance isn’t supported in the Salesforce mobile app.

In-App Guidance Packages Create You can package prompts and walkthroughs into a managed package. For details and considerations, see: • SOAP API Developer Guide: Prompt and PromptVersion • ISVforce Guide: Create a Package and Components Available in Managed Packages You don’t have to purchase a license to create, preview, or package walkthroughs. Note the restrictions on user visibility of the walkthroughs you create in the Install and Manage section. Install and Manage If the package includes a custom profile that isn’t part of your Salesforce org, the in-app guidance is installed. However, it doesn’t include those custom items. For example, you install a prompt with several custom profiles not included in your org. The prompts are installed without those custom profiles. If the package includes a custom permission that isn’t a part of your Salesforce org, the installation fails.

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If the package includes a standard app that isn’t part of your Salesforce org, the in-app guidance is installed, but it’s not usable. The Package column indicates the in-app guidance installed from packages. The name of the admin who installed the package is listed under the Created By column. The publish status set by the package owner is retained. For example, a prompt marked as active in the package is active after installing it in your org. After installation, you can change the publish status at any time from the In-App Guidance Setup page. If the owner included translated labels, they can be installed from the package. For walkthrough packages: • If a managed or unmanaged package includes walkthroughs for standard apps, walkthroughs are installed. However, production orgs can have only three active walkthroughs at a time without subscribing to myTrailhead. • If a security-reviewed, first-generation managed package includes walkthroughs with at least one step on a page within a custom app, users can see the walkthroughs without a subscription to myTrailhead. Always consult the package owner for specific details about the package containing in-app guidance. Edit and Clone In-app guidance cloned from managed packages doesn’t receive updates from the package owner. For in-app guidance installed from packages, you can edit only the schedule, profiles, permissions, and status settings. You can’t add, remove, or reorder steps from a walkthrough installed from a managed package. For cloned prompts and walkthroughs, you can edit any setting except the in-app guidance type (prompt or walkthrough).

Create Custom In-App Guidance In-App Guidance Limits

In-App Guidance Limit Salesforce Recommendation Walkthroughs installed from the No limit currently. An enforceable limit is 500 AppExchange possible in future releases.

Walkthroughs created in your org 500 No specific recommendation

Prompts installed from the AppExchange No limit currently. An enforceable limit is 500 possible in future releases.

Prompts created in your org 500 No specific recommendation

You can add up to 10 steps in a walkthrough. In-App Guidance and Prompt Types The floating and targeted prompts disappear when the user navigates away from the page. Use the Prompt Position settings to indicate where to place a floating or targeted prompt. Make sure that you’re not blocking important information. However, users can move the prompt. The floating and targeted prompt types include a snooze icon and a dismiss button, and you can optionally add an action button. The docked prompt type doesn’t include a dismiss button, but you can optionally add an action button. Users can maximize, minimize, or keep the docked prompt open while they navigate around the app or use the snooze icon. Walkthroughs consist of up to 10 floating, targeted, or docked prompts. There are some differences between single prompts and prompts included in a walkthrough. Each step includes a progress button labeled Next, except for the final step, which is labeled Finish. Instead of an action button, there’s an optional action link on the last step of the walkthrough. Each prompt indicates which step is shown. For example, Step 1/4.

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Custom Theme Color Make your in-app guidance complement or contrast your org or app theme color. Salesforce suggests up to four colors to choose from. The colors are derived from your org’s current settings, which can be changed from the Themes and Branding Setup page or Lightning App Builder. • Org brand color • Page background color • Header background color • App brand color (if the app has a custom theme) Salesforce ensures that the colors are accessible by darkening the color or by increasing the contrast color ratio. We recommend previewing the prompt to ensure that the copy is visible. The custom theme is specified only on the first step of a walkthrough but is applied to all steps of a walkthrough. The custom theme color doesn’t affect in-app content created by Salesforce. Custom theme color isn’t supported in the Internet Explorer 11 browser. Media Images make prompts more engaging for users. Add a .jpg, .jpeg, .png, or .gif file, or further articulate the guidance in a prompt by adding an animated .gif file.

Note: Animated .png files aren’t supported and don’t include a play/pause button.

Keep these tips in mind when adding images to in-app guidance: • In floating and targeted prompts, you can add the image above, below, to the right of, or to the left of the body text. • In docked prompts, you can add the image above or below the body text. • For images above or below body text, maximum size is 324 x 132 pixels. For images to the right or left of the body text, maximum size is 148 x 148 pixels. • Large images are resized and maintain their aspect ratio. • Maximum file size is 5 MB. • Include alt text to represent the image to blind or low-vision users. Include a video to explain more complex ideas.

Note: You can include an image or an embedded video. If you first include an embedded video and then include an image, the image replaces the video in the docked prompt. If a video doesn’t load, check your browser privacy settings. For example, YouTube provides the Privacy-Enhanced Mode. Users watch the video within the docked prompt, in the expanded docked prompt, or in full screen mode. The video player actions vary depending on the video host. When adding a video to a docked prompt, enter the URL specified in the src attribute listed in the embed code from the video host.

Tip: To find the embed code for a video, follow the instructions from the video host site. Usually you can find the steps by searching for the name of the site and “embed video.” For example, here’s what the embed code looks like for YouTube: Then you enter the URL found in the src attribute. For the example used, enter https://www.youtube.com/embed/di6iwHhrH6.

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To ensure that videos embed properly, use trusted sites. YouTube, Vidyard, and Vimeo are trusted websites for In-App Guidance. If videos from others sites don’t appear correctly, try making those sites trusted. For more information, see Create CSP Trusted Sites to Access Third-Party APIs in Salesforce Help.

Permission and Profile If the in-app guidance doesn’t apply to a specific group of users, select the No restrictions radio button. If the in-app guidance applies to a specific group, define the audience using standard and custom permissions and profiles. If you apply multiple permissions, the prompt or walkthrough appears only to users who have all the permissions specified. If you apply multiple profiles, the in-app guidance appears to users who have any of the profiles specified. You can select a combination of up to 10 profiles and permissions for each in-app guidance. If you select multiple items, the prompt or walkthrough appears to users who have all the permissions specified and any of the profiles specified.

Note: If any of the profiles or permissions assigned to the prompt or walkthrough are deleted, a warning appears in the In-App Guidance Setup page, the In-App Guidance Builder, and in the Customize In-App Guidance window on the Profile and Permission steps. Review the selected profiles or permissions to ensure that the correct users see the prompt or walkthrough. If all profiles or permissions assigned to a prompt or walkthrough are deleted, an error appears. To save your prompt or walkthrough, update the profile or permission selections. Schedule To specify when to make the in-app guidance appear, specify a date range. The default start date is the current date. For recurring in-app guidance, use Frequency to specify the number of times to show the in-app guidance and the days in between occurrences. Repeat the same prompt or walkthrough multiple times to ensure that users understand or take a desired action on the content. You can repeat in-app guidance up to 30 times, with up to 30 days in between. Consider the date range when deciding how many days between each repeat. By default, a 24-hour delay, or cooling off period, between instances ensures that a user sees only one prompt or walkthrough per day per app. Change the amount of time for the delay between all in-app guidance, even in-app content created by Salesforce, under Settings on the In-App Guidance Setup page. Choose a value 0–99 hours and 0–59 minutes. Or choose to ignore the delay for a single in-app guidance by checking Show when the page loads when creating. The specified Schedule still applies for each in-app guidance, including the start date, times to show, and days in between. A single prompt or walkthrough appears no more than once every 24 hours even if you adjust the global time delay or set it so that the in-app guidance shows when the page loads. The in-app guidance that you create for your org is prioritized over prompts and other in-app content created by Salesforce, except for some important announcements or onboarding content, such as welcome mats. Salesforce detects how users interact with in-app guidance. If a user acknowledges the content, Salesforce stops showing the prompt or walkthrough to the user, even if you scheduled more occurrences. Salesforce continues showing in-app guidance until users acknowledge the in-app guidance or until the specified end date, even if you set up the prompt or walkthrough to show only once. The table summarizes when Salesforce continues or stops showing in-app guidance based on the user’s interaction.

User Interaction Floating and Targeted Docked Prompt Walkthrough Prompts User didn’t click a button. Show the prompt again. Show the prompt again. Show the walkthrough again.

User clicked the X to close the Not applicable. This type of • If there’s no action button, Show the walkthrough again. prompt. prompt doesn’t have a dismiss stop showing the prompt. button. • If there’s an action button, show the prompt again.

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User Interaction Floating and Targeted Docked Prompt Walkthrough Prompts

User selected a snooze option. Show the prompt again after Show the prompt again after Show the walkthrough again the snooze time expires, the the snooze time expires, the after the snooze time expires, next time the user navigates to next time the user navigates to the next time the user the page. the page. navigates to the page.

User clicked the dismiss button. • If there’s only a dismiss Not applicable. This type of Show the walkthrough again. button, stop showing the prompt doesn’t have a dismiss prompt. button. • If there’s a dismiss button and action button, show the prompt again.

User clicked the action button Stop showing the prompt. Stop showing the prompt. Stop showing the walkthrough. (prompt) or action link (walkthrough).

User clicked the finish button. Not applicable for prompts. Not applicable for prompts. Stop showing the walkthrough.

Note: Watching a video doesn’t register as a user interaction.

Action Button and Link Action buttons in floating and targeted prompts and docked prompts and action links in walkthroughs are optional. When adding an action button or link, you can enter a relative URL or a fully qualified URL with an http:// or https:// prefix. Usually, clicking the action button or link opens a new tab. But if you add a URL for a flow, clicking the action button or link refreshes the current tab the user is on. Shareable URL Share a direct link to in-app guidance with users or add to the custom section of the Help Menu. Or, string multiple walkthroughs together by using the URL as the action link. If you use the URL as the action button or link, the prompt opens in a new tab and the walkthrough refreshes the page. Access the shareable URL from Settings inside the In-App Guidance Builder or from the row-level action menu on the Setup page. When you edit the API Name or delete a record that the in-app guidance was added to, the URL changes. When you make any other change to the in-app guidance, the URL remains the same. The URL opens the in-app guidance on a record that the prompt or walkthrough was added to. If the user doesn’t have access to that specific record, the in-app guidance opens on a record of the same object type and record type, if a specific record type was defined. The URL opens even if the user previously viewed or closed the in-app guidance, clicked the action button, or isn’t a part of the profile or permission set. The URL also ignores all schedule settings, such as the start date, end date, number of times to show, and days to wait in between occurrences. If the in-app guidance is inactive, the URL doesn’t open.

Note: If you deselect Custom In-App Guidance in the Settings accessed from the In-App Guidance Setup page, users can’t open links to custom in-app guidance. Keyboard Shortcuts Use these handy keyboard shortcuts for Mac and Windows to quickly navigate around the builder.

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Action Mac Windows

Keyboard Help Press ?+Shift+/ Press ?+Shift+/

Switch focus to different regions (move Press Cmd+F6 Press Ctrl+F6 focus around areas of the In-App Guidance Builder, such as the header, right sidebar, and left sidebar)

Switch focus to the builder (move focus Press Cmd+F7 Press Ctrl+F7 from the canvas (preview of app) to the In-App Guidance Builder)

Select the next element in the canvas Press Ctrl+Alt+t Press Ctrl+Alt+t

Select the previous element in the canvas Press Cmd + Option + Shift + t Press Ctrl+Alt+Shift+t

Add a targeted prompt to the selected Press Cmd+Option+a Press Ctrl+Alt+a element

SEE ALSO: Define Prompts in Lightning Experience Define Walkthroughs in Lightning Experience Monitor In-App Guidance in Lightning Experience Test In-App Guidance in Lightning Experience Knowledge Article: In-App Guidance Prompts FAQ

Define Walkthroughs in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

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To view more than three active custom walkthroughs as a View Walkthroughs user outside of the In-App Guidance Builder Note: The View Walkthroughs user permission is part Note: If some users in an org have a myTrailhead of the Walkthroughs permission set license. The subscription, users who don’t have the subscription myTrailhead subscription includes this feature. For can’t see in-app guidance. pricing details, contact your Salesforce account executive.

Create a hands-on interactive tour to guide users through onboarding or feature introduction with a series of step-by-step prompts.

Tip: You can activate up to three custom walkthroughs for free and an unlimited number of active walkthroughs in a Developer Edition org. For more details, see Considerations for In-App Guidance in Lightning Experience in Salesforce Help. Watch the video to see how to add a walkthrough. Create Walkthroughs in Lightning Experience 1. From Setup in Lightning Experience, in the Quick Find box, enter In-App Guidance, and then select In-App Guidance. 2. Click Add. The In-App Guidance Builder opens in a new browser tab. 3. Inside the builder canvas, navigate to the app and page where you want to add the walkthrough, and then click Add. You remain in the builder while you navigate. The builder shows information about your page location, other in-app guidance on the page, and your next step.

Note: You can place walkthroughs on object record pages, object home pages such as Home, and on new, edit, and clone record pages, including dialogs. The Add button is disabled when you can’t add a walkthrough to the page. For record pages, you can’t add a walkthrough step to a specific record. Instead, a step is added to a record page type. The step takes users to a record they have access to. If a new or clone record page has multiple record types, you can choose if you want in-app guidance to appear for all or only a specific record type. You can’t place in-app guidance on task record pages when using the split view, the prompt appears on the Task home page.

4. Follow the instructions in the right side panel to choose Walkthrough. Then specify the type and position of the prompt and the content. A left side panel appears for you to view, reorder, or delete steps in the walkthrough. Add a step using the builder header actions.

Tip: The In-App Guidance Builder shows errors and warnings related to authoring in-app guidance. For example, a page doesn’t support a prompt. Or a page that contained a prompt is now missing, the author doesn’t have access to the page, or there’s a field-level error. Errors that users encountered when viewing a walkthrough are noted on the In-App Guidance Setup page.

Warning: Walkthroughs don’t appear correctly when the split view list view is open. Close split view before adding a step. The first step of a walkthrough can instruct the user to close the split view before continuing with the walkthrough.

5. To specify the tile, body, and button text, select Next. You can also include an image, or for docked prompts, embed a video. 6. Save your work. A window appears to complete more settings for an action link, schedule, profile, permissions, active status, and name. The walkthrough is active by default. 7. Click Done. To edit a walkthrough, click Edit from the In-App Guidance Setup page row-level action menu or the In-App Guidance Builder header. Move a walkthrough step by navigating to a different page and saving. To edit more settings, click the gear icon in the header of the builder. To quickly create in-app guidance for different users, consider cloning. You can clone any prompt or walkthrough, including prompts installed from packages, by clicking Clone from the row-level action menu. Edit any setting except the type.

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Activate or deactivate a single prompt or walkthrough from the row-level action menu. Use Translation Workbench to maintain your translated labels in your org. Look for the Prompt and PromptVersion setup component to get started. Open Settings on the In-App Guidance Setup page to: • Turn off or turn on all in-app guidance created or installed in your Salesforce org. • Turn off or turn on all in-app guidance created by Salesforce. • Change the delay between in-app guidance appearances.

Assign Walkthrough Permissions in Lightning Experience To have more than three custom walkthroughs active at a time, subscribe to myTrailhead and assign the Walkthrough permission set license and the Access Walkthroughs permission set to selected users.

SEE ALSO: Plan Your myTrailhead Solution Manage Your Translations Considerations for In-App Guidance in Lightning Experience Test In-App Guidance in Lightning Experience Monitor In-App Guidance in Lightning Experience Knowledge Article: In-App Guidance Prompts FAQ

Assign Walkthrough Permissions in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

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To have more than three custom walkthroughs active at a time, subscribe to myTrailhead and assign the Walkthrough permission set license and the Access Walkthroughs permission set to selected users. You can activate up to three custom walkthroughs at a time for your users without subscribing to myTrailhead. To see how many are available, go to the In-App Guidance Setup page. 1. From Setup in Lightning Experience, in the Quick Find box, enter Users, and select Users.

Tip: To mass-assign permission set licenses, you can use the Data Loader. You can also assign permission set licenses by assigning the permission sets first. When you assign the permission sets to users, the permission set license is automatically assigned to those users.

2. Click a user’s name, go to the Permission Set License Assignments section, and then click Edit Assignments. Check Walkthroughs. 3. From Setup in Lightning Experience, in the Quick Find box, enter Permission Sets, and select Permission Sets. 4. Select the Access Walkthroughs permission set. Click Manage Assignments, and then Add Assignments. Select the checkboxes next to the names of the users you want assigned to the permission set, and click Assign.

SEE ALSO: Plan Your myTrailhead Solution Permission Set Licenses Permission Sets

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Define Prompts in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

Reach users inside the app with small windows displaying news, training, feature adoption, and onboarding messages. Watch the video to see how to add a prompt. Create Prompts in Lightning Experience 1. From Setup in Lightning Experience, in the Quick Find box, enter In-App Guidance, and then select In-App Guidance. 2. Click Add. The In-App Guidance Builder opens in a new browser tab. 3. Inside the builder canvas, navigate to the app and page where you want to add the prompt, and then click Add. You remain in the builder while you navigate. The builder shows information about your page location, other in-app guidance on the page, and your next step.

Note: You can place prompts on object record pages, object home pages such as Home, and on new, edit, and clone record pages, including dialogs. The Add button is disabled when you can’t add a prompt to the page. For record pages, you can’t add a prompt to a specific record. Instead, a prompt is added to a record page type. The prompt takes users to a record they have access to. If a new or clone record page has multiple record types, you can choose if you want in-app guidance to appear for all or only a specific record type. You can’t place in-app guidance on task record pages when using the split view, the prompt appears on the Task home page.

4. Follow the instructions in the right side panel to choose Single Prompt. Then specify the type and position of the prompt and the content.

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Tip: The In-App Guidance Builder shows errors and warnings related to authoring in-app guidance. For example, a page doesn’t support a prompt. Or, a page that contained a prompt is now missing, the author doesn’t have access to the page, or there’s a field-level error. Errors that users encountered when viewing a prompt are noted on the In-App Guidance Setup page.

5. When you’re done creating the prompt, click Save. A window appears to complete more settings for an action button, schedule, profile, permissions, active status, and name. The prompt is active by default. 6. Click Done. To edit a prompt, click Edit from the In-App Guidance Setup page row-level action menu or the In-App Guidance Builder header. Move a prompt by navigating to a different page and saving. To edit more settings, click the gear icon in the header of the builder. To quickly create in-app guidance for different users, consider cloning. You can clone any prompt, including prompts installed from packages, by clicking Clone from the row-level action menu. Edit any setting except the prompt type. Activate or deactivate a single prompt or walkthrough from the row-level action menu. Use Translation Workbench to maintain your translated labels in your org. Look for the Prompt and PromptVersion setup component to get started. Open Settings on the In-App Guidance Setup page to: • Turn off or turn on all in-app guidance created or installed in your Salesforce org. • Turn off or turn on all in-app guidance created by Salesforce. • Change the amount of time for the global delay between in-app guidance.

SEE ALSO: Manage Your Translations Test In-App Guidance in Lightning Experience Monitor In-App Guidance in Lightning Experience Knowledge Article: In-App Guidance Prompts FAQ

Test In-App Guidance in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

In-App Guidance not available for: Chatter External and Chatter Free user licenses

myTrailhead available in: Enterprise, Performance, and Unlimited Editions

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Note: An admin can manage prompts without adding more user permissions. Assign these permissions to non-admin users who want to manage prompts. If you don’t have access to an item, such as an object or app, some actions aren’t available to you. Only users with the View All Data or Modify All Data permissions can see another user’s errors, views, and completions.

Testing lets you log in as specific users to verify that they see the correct prompt or walkthrough. While in test mode, Salesforce ignores the schedule settings and timed delay so you can test more than one item at a time. User interactions aren’t logged, so metrics aren’t affected. 1. From Setup in Lightning Experience, enter In-App Guidance in the Quick Find box, and then select In-App Guidance. 2. Click Start Testing. 3. Log in as a specific user, and navigate to the page where the in-app guidance appears. If you see anything that needs updating, edit the in-app guidance by clicking Open In-App Guidance Builder from the testing bar at the top of the screen. 4. When you’re done, click Exit Testing in the testing bar. There are two other ways to test in-app guidance. • Take a quick look at in-app guidance. Click Preview from the In-App Guidance Setup page row-level action menu. A new tab opens with the in-app guidance in preview mode in the builder. • See in-app guidance in action in a sandbox environment. If you don’t see prompts and walkthroughs, turn on Adoption Assistance in Sandbox Orgs on the Adoption Assistance setup page in your sandbox org.

SEE ALSO: Define Prompts in Lightning Experience Define Walkthroughs in Lightning Experience Considerations for In-App Guidance in Lightning Experience

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Monitor In-App Guidance in Lightning Experience

USER PERMISSIONS EDITIONS

To add, edit, and manage prompts and Modify All Data OR Customize Application In-App Guidance available walkthroughs as an admin in: Lightning Experience

Learn how to resolve and clear in-app guidance errors and warnings. Use metrics to fine-tune the location, position, content, and schedule settings.

Resolve In-App Guidance Errors and Warnings If a user can’t access a walkthrough step or the assigned profiles or permissions were deleted, you see an error or a warning on the In-App Guidance Setup page, the In-App Guidance Builder, and the In-App Guidance Settings window. A common error is when a walkthrough is added to a page that was later deleted or the targeted user doesn’t have access to the page. You can’t delete a custom app that contains in-app guidance. To resolve errors and warnings: 1. From Setup in Lightning Experience, in the Quick Find box, enter In-App Guidance, and then select In-App Guidance. An icon on the left side of the number column indicates in-app guidance that has errors or warnings. Click the icon to review details. 2. From the row-level action menu, click Edit to open the In-App Guidance Builder. 3. Resolve the error or warning.

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Tip: The In-App Guidance Builder shows errors and warnings mostly related to authoring prompts—not errors users encountered. For example, a page doesn’t support a prompt, a page that contained a prompt was deleted, the author doesn’t have access to the page, or there’s a field-level error.

4. Back on the In-App Guidance Setup page, click Clear Errors in the row-level action menu. Only perform this action after you confirmed that the error is resolved. To troubleshoot a walkthrough to determine the cause of the error, create a report. 1. Set up a custom report type using the Prompt Actions object. 2. Add the Step Number, Last Display Date, Last Result (look for the Error valid value), Name, and User: Full Name fields as columns in the report.

Tip: Missing fields when you create or edit a report? You can design the field layout for reports created from a custom report type. From the Report Types Setup page, select the custom report type you want to edit. Click Edit Layout on the Fields Available for Reports section.

Keep Track of User Engagement There are three ways to monitor in-app guidance user engagement: • Look at the metrics on the In-App Guidance Setup page. • Create a custom report type. • Download a Salesforce Labs package of prebuilt, customizable reports and dashboards.

Look at the metrics on the In-App Guidance Setup page To track user interactions per org, review the standard usage metrics. From Setup in Lightning Experience, in the Quick Find box, enter In-App Guidance, and then select In-App Guidance. Look for the Views and Completes columns. • Views represent the total number of unique users who saw the prompt or walkthrough. • Completes is the percentage of viewers who clicked the action button (prompt) or link (walkthrough) or clicked the finish button on the last step of a walkthrough. Video views aren’t tracked. From the row-level action menu, click Reset Metrics to restart metrics values at zero. For instance, you made significant changes to a prompt and you want to restart the metrics tracking. If the end date hasn’t passed and the in-app guidance is active, users see the prompt or walkthrough again after resetting the metrics.

Create a custom report type 1. Set up a custom report type using the Prompt Actions object. 2. Add the Last Display Date, Last Result, Name, Times Action Taken, Times Dismissed, Times Displayed, and User: Full Name fields. If you’re reviewing walkthrough data, consider adding the Step Count and Step Number fields. You can use the Step Number divided by the Step Count to create a progress percentage formula field. Here’s a list of the Prompt Actions fields. See the PromptAction and PromptVersion API objects for more information.

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Fields Description

Active Date The date the in-app guidance was activated. If part of a package, the active date is the date when the package was installed.

API Type The type of in-app guidance. Valid values are Docked Prompt, Floating Prompt, Targeted Prompt, and Walkthrough.

Last Display Date The date the in-app guidance was last showed to the user.

Last Result The most recent user interaction. Valid values are Error, Not Seen, No Action, Dismiss, Finish (walkthroughs only), and Custom Action. No Action represents the user clicking the close button.

Last Result Date The date the in-app guidance was last interacted with.

Name The name of the in-app guidance.

Step Count The total number of steps in the walkthrough.

Step Number The number of the last step the user viewed or interacted with in a walkthrough.

Times Action Taken The number of times that the user acted upon on the in-app guidance.

Times Dismissed The number of times that the user dismissed the in-app guidance.

Times Displayed The number of times that the in-app guidance was shown to the user.

User: Full Name The full name of the user who viewed the in-app guidance.

Download a Salesforce Labs package of pre-built, customizable reports and dashboards Visit AppExchange to install the free packages for prompts and walkthroughs. Find more information about the package on AppExchange listing pages, including user guides.

SEE ALSO: Create a Custom Report Type Design the Field Layout for Reports Created from Your Custom Report Type Build a Formula Field Define Prompts in Lightning Experience Define Walkthroughs in Lightning Experience Considerations for In-App Guidance in Lightning Experience

Salesforce In-App Content in Lightning Experience Learn about the valuable in-app content that appears in Salesforce.

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Experience Cloud Sites

Type Description Welcome mat Introduces users to the Experience Cloud Mobile Experience.

Essentials

Type Description Docked prompt Highlights commonly used features including chat, messaging, and dialer. Only shown to admins.

Docked prompt Notifies admins that the trial period has expired. Only shown to admins.

Survey Asks for product feedback.

Welcome mat Provides resources for new users. Users see the welcome mat after the survey. This welcome mat also appears in trial orgs.

Welcome mat Highlights the Pocket Guide, which is the go-to place for questions while users work. Users see the welcome mat after the new users welcome mat.

Walkthrough Educates users on the importance of accounts and the basics of an account record. Shown in the Sales and Service apps.

Walkthough Educates users on the importance of tasks and activities and how to create tasks and log a call. Shown in the Sales and Service apps.

Walkthrough Educates users on the importance of opportunities and how to move them forward in the pipeline. Shown in the Sales and Service apps.

Marketing

Type Description Docked prompt Highlights tips and best practices for managing benefits.

Docked prompt Highlights tips and best practices for managing promotions.

Docked prompt Highlights tips and best practices for managing vouchers.

Feature popover Highlights the Pardot Setup Assistant within the Marketing Setup App. Only shown to admins.

Platform

Type Description Docked prompt Highlights the display density feature.

Docked prompt Highlights simple record home. For admins, the prompt recommends enabling the feature. For users, the prompt educates them about the feature.

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Type Description

Docked prompt Provides information about building pages for Lightning on Mobile.

Docked prompt Encourages admins to enable the Enhanced Related List feature. Only shown to admins.

Docked prompt Encourages admins to use Dynamic Forms and highlights the localization feature.

Docked prompt Encourages users to download the Salesforce mobile app if they haven't used it yet and they're in a mobile-enabled org.

Docked prompt Notifies admins that Mobile Home is the new landing page for the Salesforce mobile app. Only shown to admins.

Docked prompt Notifies admins to add Mobile Home to a Lightning App or to the Mobile Only navigation for users to access it in their menu. Only shown to admins.

Floating prompt Highlights the Recycle Bin feature.

Floating prompt Reminds admins to try the Multi-Factor Authentication Assistant and guides them through stages if they left before completing the implementation path.

Floating prompt Highlights release readiness materials. Only shown to admins.

Floating prompt Highlights sandbox readiness materials. Only shown to admins.

Series of floating Highlights a series of features, such as Chatter, Home, Reports, List Views, and Opportunities, and how to customize and docked them. Also listed inside the Guidance Center. Only shown to admins with new Salesforce orgs. prompts

Feature popover Highlights the list view pin feature.

Feature popover Highlights the list view filtering features.

Docked prompt Encourages admins to turn on the Enhanced Related List feature. Only shown to admins.

Feature popover Encourages users to customize the navigation bar in console apps.

Feature popover Encourages users to customize the navigation bar in standard apps.

Feature popover Highlights the Help Menu and the ability to view Salesforce documentation inside a docked composer.

Feature popover Encourages admins to use the Guidance Center in the Learning Paths. Only shown to admins.

Feature popover Highlights the Learning Paths panel.

Feature popover Encourages users to employ the global actions menu.

Feature popover Highlights the features of the Einstein Bots Builder. Only shown to admins.

Welcome mat Provides resources for working more productively in Lightning Experience. Users see the welcome mat when they’re automatically switched from Salesforce Classic to Lightning Experience.

Survey Asks for product feedback. Shown to a small, random sampling of users to complete optionally.

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Sales

Type Description Docked prompt Highlights the benefits of planning territories in Salesforce Maps and then integrating them with Enterprise Territory Management.

Docked prompt Introduces admins to Salesforce CPQ when they’re interacting with quotes. Only shown to admins.

Docked prompt Highlights the benefits of Pipeline Inspection to users.

Docked prompt Reminds admins to enable the Einstein Conversation Insights feature, which is included for orgs that have both High Velocity Sales and Lightning Dialer. Only shown to admins.

Docked prompt Explains how to use Pipeline Inspection, and highlights key features.

Feature popover Highlights the filter button in the Add Products dialog on opportunity records.

Feature popover Highlights the Opportunity Score feature, if added to a record page.

Feature popover Highlights the Opportunity Score feature, if added to a list view.

Feature popover Asks admins and end users for feedback about Einstein Opportunity Scoring.

Feature popover Highlights target status filters used to organize work queue items with two separate popovers.

Feature popover Encourages admins to configure custom insights for Einstein Conversation Insights from the Call Insights Setup page.

Floating prompt Encourages sales managers to try out the Einstein Conversation Insights feature within the High Velocity Sales app.

Floating prompt Provides tips and best practices for using Pipeline Inspection.

Welcome mat Encourages admins to enable Sales Cloud Einstein. If not enabled, floating prompts in a series appear as reminders. Only shown to admins.

Welcome mat Provides resources for new users of the High Velocity Sales app. Users see the welcome mat when they first view the app. If the app was installed but the user hasn’t viewed it, a floating prompt encourages users to visit the app.

Welcome mat Provides resources for getting started with Pardot and Salesforce.

Welcome mat Introduces admins to Pipeline Inspection. Only shown to admins.

Welcome mat Introduces users to Pipeline Inspection.

Type Description Feature popover Encourages admins to enable Einstein Search for their entire org.

Feature popover Highlights Einstein Search and recommends enabling the features. If only personalization is enabled, another feature popover encourages admins to turn on the rest of the Einstein Search capabilities.

Feature popover When Einstein Search is turned on, a feature popover educates users about the feature.

Feature popover Highlights Einstein Search for all orgs. Only shown to admins.

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Service

Type Description Feature popover Introduces and walks users through setting up Macros.

Feature popover Introduces and walks users through using Quick Text.

Floating prompt Reminds admins to return to the Service Setup Assistant to finish setting up the org. A second prompt notifies admins that changes to the org require returning to the assistant. Only shown to admins.

Floating prompt Introduces users to the case list view created by the Service Setup Assistant.

Walkthrough Introduces users to the case record page layout created by the Service Setup Assistant.

Walkthrough Introduces users to the default help center created by the Service Setup Assistant.

Walkthrough Introduces users to the Lightning email templates created by the Service Setup Assistant.

Walkthrough Introduces users to the default surveys created by the Service Setup Assistant.

Setup

Type Description Welcome mat Highlights the org setup assistant. Only shown to admins.

Docked prompt Reminds admins how to prepare their data before importing. Only shown to admins.

Walkthrough Highlights In-App Guidance to admins. Only shown to admins.

Other

Type Description Floating prompt Remind admins of the open IdeaExchange prioritization period. Only shown to admins.

Turning Off All Salesforce In-App Content To turn off all the Salesforce-created prompts, popovers, and welcome mats: 1. From Lightning Experience Setup, in the Quick Find box, enter In-App Guidance, and then select In-App Guidance. 2. Click Settings. 3. Deselect Salesforce Standard In-App Guidance.

Best Practices for Learning Paths and the Help Menu Whether you have minimal time to devote to end-user training or your company has a full-fledged training program, Help Menu and Learning Paths can help. Learn how to define an in-app help strategy and get tips for customizing Learning Paths.

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Benefits Easily accessible resources within the app are crucial to help users do their jobs efficiently and effectively inside their workspace. Learn more about the onboarding and troubleshooting stages of the in-app journey by taking the User Engagement Trailhead module. Without training, end-user productivity declines, as can trust and feature adoption. With sufficient training and on-demand troubleshooting resources, users quickly find answers to their questions so they can get unblocked and back to work. Such resources also are a time saver so that admins don’t repeatedly field the same questions from their users. The Help Menu provides Salesforce-suggested resources directly to end users and admins just for this reason. But because apps are so often customized, Salesforce resources don’t always reflect the actual user experience. Many admins add links to resources to offer their users help that reflects the company’s unique processes and guidelines. There are several ways to integrate custom help inside the app, but the Help Menu and Learning Paths are great additions to your admin toolbox.

Similarities and Differences Learning Paths and the Help Menu are accessible from the global header. The Help Menu offers Salesforce-suggested resources and a section for admins to add links to their own content that their users can see anywhere in the app. Learning Paths offer admins not only a panel to add contextual help per page, but also a way to assign learning to users, with optional due dates. Users see all their assignments on a single page. Check out Find Help in Lightning Experience for more details about Help Menu and Learning Paths features and behavior. This table lists the main differences between Learning Paths and the Help Menu.

Feature Learning Paths Help Menu

Hide completely Yes, from the Learning Paths Setup page Yes, from the Help Menu Setup page

Hide individual sections No Yes, from the Help Menu Setup page

Add URLs as learning items Add up to 500 learning items Add up to 30 URLs

Add help for a specific page, app, or org Resources for the object home or record are Resources for an org are shown in the global shown under Learning for You. The Ways custom resource section at the top of the to Learn More section includes resources Help Menu. Admins can’t specify per page assigned to all objects for all apps or for a or per app. specific app.

Specify a required due date to complete Yes No

Specify user-level visibility Yes, either specify by users or by public No groups

View Trailhead modules inside the app Yes, users can read and earn badges for No, all URLs open in a new tab. Links to multiple choice challenges inside the app Salesforce documentation under Help for This Page do show inside the app.

View suggestions from Salesforce For admins, suggestions are shown under Suggestions are shown under Help for This Learning for You on several, key pages. For Page for most pages in the app, including end users, three suggested modules are Setup. Global links for search, support, only visible by default, or on pages when keyboard shortcuts, and release notes are assigned content isn’t visible. under More Resources.

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Strategy As you plan your in-app help strategy, think of adding layers of customization to address the needs of your users and, if applicable, your existing training program. The Help Menu offers a default in-app help experience by suggesting related resources for a page. Recommended resources are helpful for companies that don’t have much guidance available to users. All admins can direct users to the Help Menu for general onboarding questions and help with troubleshooting common issues. If you find that some sections of the Help Menu aren’t working for your users, simply hide them. You can add resources to the custom section of the Help Menu. To further customize the in-app help experience, add Learning Paths to get more robust features, such as due dates. And Learning Paths has more targeted assignment functionality, available now and in upcoming releases. It’s as easy to assign learning items across Salesforce as it is to assign items to a specific page for specific users. If you have myTrailhead or use public Trailhead modules as part of onboarding, users can read through modules assigned to them and earn badges right inside the app. Be sure to let users know that they can access these resources from the Trailhead icon in the global header or from the Learning object. To make Learning home easier to find, add Learning to the navigation bar.

Tips to Get Started Here are some ideas to help you plan which resources to add to Learning Paths. • Add an onboarding module such as Salesforce User Basics, Salesforce User Tour, or Salesforce CRM (CRM for Lightning Experience). • Replicate the modules you added to the global custom section of the Help Menu. • Check out the Help Menu (under Help for This Page) for inspiration on what modules or other documentation to add. • Add your company’s myTrailhead modules, videos, wiki pages, quick start guides, or other custom resource. • Assign shorter modules that users can complete in less than a half hour to facilitate learning as the user works. • Assign only one or two items to a specific page in the app to avoid overwhelming the user. • Add due dates to give users a better sense of when to complete the learning item. • Scope out what to add by listing the learning item, location, audience, and, optionally, due date. Here are some resources to consider adding. All learning items are Trailhead modules, except as noted.

Onboarding

Learning Item App Let’s Take Lightning Experience for a Spin (video) All

Searching in Salesforce (video) All

Working with List Views (video) All

Trailhead: Quick Look All

Salesforce User Basics All

Salesforce User Tour All

Salesforce CRM (CRM for Lightning Experience) All

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Working from Anywhere

Learning Item App Virtual Meeting Setup: Quick Look All

Virtual Collaboration All

Virtual Whiteboarding: Quick Look All

Effective Emails: Quick Look All

Relationship Building All

Emotional Intelligence All

Fearless Teaming All

Sales

Learning Item App Sales Cloud: Quick Look Sales

Prospecting for Better Sales Sales

Daily Productivity Tips for Sales Sales

Productive Sales Without Digital Distraction Sales

Demo Delivery Essentials Sales

Demo Storytelling Sales

Design Thinking for Sales Sales

Service

Learning Item App Service Cloud: Quick Look Service

Service Cloud Agent Experience Service Console

Communication Skills for Customer Service Agents Service

Wellbeing

Learning Item App The Power of Movement All

The Value of Sleep All

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Learning Item App

Mindful Living with the Plum Village Monastics All

SEE ALSO: Find Help in Lightning Experience Custom Help in Lightning Experience

Learning Paths

Bring all the fun of Trailhead inside the workspace to create a personalized and always-available EDITIONS learning experience for your users. The Learning Paths icon in the global header is visible to all users. It opens a panel where users can read Trailhead and myTrailhead content and earn badges inside Available in: Lightning the app. Admins customize the panel by selecting learning content and assigning it to a specific Experience audience and location in the app. Choose modules from Trailhead or myTrailhead and add links to other training resources for the ultimate custom training experience. Admins can let other Available in: Developer, stakeholders, such as trainers or sales team managers, assign and manage learning items. Professional, Enterprise, Performance, and Learning Paths isn’t available in sandbox environments. Unlimited Editions This feature is on by default in Salesforce, but you can turn it off from the Learning Paths page in Not Available for: Chatter Setup. When you disable Learning Paths, admins with the Modify All Data or Customize Application External, Chatter Free, or permissions can still see the icon in the global header. The icon gives admins access to the Guidance Communities (now known Center (1), which offers personalized recommendations for setting up, customizing, and enhancing as Experience Cloud) user Salesforce. licenses

myTrailhead Available in: Enterprise, Performance, and Unlimited Editions

In the side panel on certain pages in the Sales, Service, and Setup apps, admins also can see some Trailhead modules suggested by Salesforce (2). These modules remain in the panel even after you customize Learning Paths, but end users can’t see them unless you assign the modules to them. When you customize Learning Paths, you can choose whom to assign a learning item to—individuals, public groups, or all users. You can choose whether to associate the learning item with a particular app or page in Salesforce. And you can choose whether to apply a due date to each learning item. Learning items with a due date are required. Learning items without a due date can be helpful but aren’t required. When you assign a learning item to a page, end users see the item in the Learning for You section of the side panel. Learning items that you assign to all apps, or to all objects and records within an app, are included in the Ways to Learn More section of the panel. A learning item that’s assigned to an app or a page is visible in the side panel only when users are in the associated app.

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All users have access to the Learning Home page in their Salesforce org. On Learning Home, users can see all their required and suggested learning items. They also can see which learning items they have in progress and which are completed. Admins get an extra page on Learning Home: Manage Learning Assignments. From there, they can customize Learning Paths.

Until you assign a learning item to a user, the user sees three Salesforce-suggested Trailhead modules in the panel. After you assign learning content to a user, those modules appear in the panel only on pages in Salesforce that have no learning items associated with them.

Note: As long as your Salesforce-related accounts are part of your Trailblazer.me profile, badges that you earn while inside Lightning Experience are included in your profile. See Trailblazer.me and Trailhead. If your company has myTrailhead, you don’t necessarily have a Trailblazer.me profile, but you can create one. See Create a Trailhead Account, and log in with the username and password that you use to log in to Salesforce. If your company uses Salesforce Identity for myTrailhead to authenticate myTrailhead users, the Salesforce Trailhead badges that you earn in-app appear on your Trailblazer.me profile. The myTrailhead badges that you earn don’t appear on your Trailblazer.me profile. See How Can I Tell Which Authentication Provider I Use to Access myTrailhead?

Considerations for Using Learning Paths As you prepare to customize Learning Paths for your users, keep these details in mind. Assign a Learning Item for Learning Paths You can assign a Trailhead or myTrailhead module or a custom learning item such as a video, tutorial, or reference guide. You can assign a learning item to individuals, public groups, or all users. And you can associate a learning item with an app and a particular object and page within the app. Until you assign content to a user, the user sees a few modules suggested by Trailhead in the learning panel and on Learning Home. Monitor Learning Paths (Beta) Use custom reports and dashboards to track user engagement with Learning Paths, Trailhead, and myTrailhead.

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Considerations for Using Learning Paths

As you prepare to customize Learning Paths for your users, keep these details in mind. EDITIONS You can create a learning item with a Trailhead or myTrailhead module or a link to a custom resource such as a video, tutorial, or reference guide. You can assign learning items to individuals, public Available in: Lightning groups, or a combination of both. You also can assign a learning item to all users. There are some Experience limits to the assignments that you can make. Available in: Developer, Professional, Enterprise, Assignments Maximum Performance, and Learning items 500 Unlimited Editions

Assignments per learning item 100 Not Available for: Chatter External, Chatter Free, or Communities (now known as Experience Cloud) user An assignment to a public group counts as one assignment. licenses

myTrailhead Available in: Assigning a Learning Item Enterprise, Performance, You can assign Trailhead modules that contain quizzes, but not modules that contain hands-on and Unlimited Editions challenges. You can’t assign Trailhead projects. You can’t create more than one learning item with the same Trailhead or myTrailhead module. When you assign a learning item to a particular app or page, the item is visible in the side panel only to users who are in that app. It’s visible on Learning Home to all users, regardless of which app a user is in. To assign a learning item to a group, use a public group. You can't assign learning items to Roles and Subordinates or Roles and Internal Subordinates public group member types. You can’t assign learning items to permission set groups, personal groups, or Chatter groups. When you assign a Trailhead or myTrailhead module via Learning Paths, the module assignment appears in the learning panel and on Learning Home. It doesn’t appear on an assignee’s myTrailhead home page.

Modifying a Learning Item After you save a learning item, you can’t change its module, custom link, or due date. Delete the learning item and create another one with the module, link, or due date that you want to assign. To add more assignees to a learning item, use the Add Assignments feature on Learning Home. If a module is deleted from Trailhead or myTrailhead, any learning item that you created with that module remains in Learning Paths. To avoid confusing users, delete the learning item.

SEE ALSO: Assign a Learning Item for Learning Paths Monitor Learning Paths (Beta)

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Assign a Learning Item for Learning Paths

You can assign a Trailhead or myTrailhead module or a custom learning item such as a video, tutorial, EDITIONS or reference guide. You can assign a learning item to individuals, public groups, or all users. And you can associate a learning item with an app and a particular object and page within the app. Available in: Lightning Until you assign content to a user, the user sees a few modules suggested by Trailhead in the Experience learning panel and on Learning Home. Available in: Developer, 1. To open the panel, click the icon for Learning Paths in the global header. Professional, Enterprise, Performance, and Unlimited Editions

Not Available for: Chatter External, Chatter Free, or 2. At the bottom of the panel, click Go to Learning Home. Communities (now known You can also get to Learning Home via the App Launcher. Add Learning Home to your navigation as Experience Cloud) user bar for easy access. licenses

3. On Learning Home, click Manage Learning Assignments, then click New. Only admins or myTrailhead Available in: users with the Manage Learning user permission have access to the Manage Learning Enterprise, Performance, Assignments page. and Unlimited Editions 4. In the New learning item window, select a content type, then search for a Trailhead or myTrailhead module or enter the URL for a custom link. USER PERMISSIONS

To manage as an admin • Modify All Data OR Customize Application To manage as a designated trainer • Manage Learning

When users click the link for a Trailhead or myTrailhead module in the side panel or on Learning Home, the item opens in the app. Custom links open in a new browser tab. If you like, you can put custom links that you previously included in the Help Menu in Learning Paths instead. 5. Under Location, specify where the learning item appears in the app by selecting an app and, if you like, an object and record.

• To make the learning item appear across Salesforce, select All for App and Object and Record.

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• To make the learning item show up on every page in an app, select an app in the App picklist and select All in the Object and Record picklist. • To make the learning item show up for a specific object in an app, select a value in both the App and the Object and Record picklists. • To have the learning item show up for the same object across Salesforce, select All in the app picklist and select a value in the Object and Record picklist. • To add a module to a specific Setup page, enter a URL. If you don’t specify a URL, the module shows up on all pages in Setup.

6. Under Assignments, specify which users and public user groups see the module. If you don’t assign the module to at least one user or public group, it doesn’t show up in the app.

When you assign a learning item to a public group, the assignment also applies to members that you subsequently add to the group. The assignment is removed for members that you remove from the group. 7. To make the learning item required, include a due date.

8. Save your changes. 9. On the Manage Learning Assignments page, you can expand a row in the Name column to see all the users and groups that the learning item is assigned to.

Use the row-level actions for a learning item to edit, delete, or add assignees to the item. • To change the page that a learning item is assigned to, select Edit from the actions menu for the learning item. • To assign a learning item to another individual or group, select Add Assignments from the actions menu for the learning item. • To remove all assignments, select Unassign All in the row-level actions menu for the learning item. • To delete a particular assignment, select Remove Assignment from the row-level action menu for an individual or group.

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We suggest that you let your users know about Learning Paths so they can watch for required content.

SEE ALSO: Considerations for Using Learning Paths Best Practices for Learning Paths and the Help Menu Find Help in Lightning Experience Customize the Help Menu in Lightning Experience Get Personalized Guidance While Setting Up and Enhancing Salesforce Plan Your myTrailhead Solution Your Trailblazer.me Profile Merge Trailblazer.me Accounts Personalize the Navigation Bar in Lightning Experience Personalized Navigation Considerations Add and Customize Tabs on Lightning Pages Using the Lightning App Builder What Is a Group? Create and Edit Groups

Monitor Learning Paths (Beta)

USER PERMISSIONS EDITIONS

To create custom reports and dashboards Manage Learning Reporting Available in: Lightning for Learning Paths Experience

To create and update custom report types Legacy Folder Sharing Available in: Developer, Create and Customize Reports Professional, Enterprise, Performance, and AND Unlimited Editions Manage Custom Report Types Not Available for: Chatter Enhanced Folder Sharing External, Chatter Free, or Create and Customize Reports Communities (now known AND as Experience Cloud) user licenses Manage Custom Report Types myTrailhead Available in: To delete custom report types Legacy Folder Sharing Enterprise, Performance, Create and Customize Reports and Unlimited Editions AND Manage Custom Report Types AND Modify All Data Enhanced Folder Sharing Create and Customize Reports AND

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Manage Custom Report Types AND Modify All Data

Use custom reports and dashboards to track user engagement with Learning Paths, Trailhead, and myTrailhead.

Note: As a beta service, Monitoring Learning Paths is subject to the Beta Services terms at: https://www.salesforce.com/company/legal/agreements.jsp. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

Use Cases for Reporting on Learning Paths Learning Paths comes with four objects. Two of them give you information about Trailhead and myTrailhead, and two give you information about your assignments in Learning Paths. You can: • Track the number of Trailhead and myTrailhead modules completed, including total points earned and how long it took each user to complete each module. • Identify the modules that are the most popular with your users by tracking how many people complete each one. • Track the number of assigned modules that your users started but haven’t completed to get an idea of how helpful that learning item is. • Track how many learning items you assign in a given month and how many are in progress, overdue, or completed. • Filter your reports by user fields such as username, profile, role, manager, or locale. Here are examples of how you can use the four objects to track your users’ progress on learning items. Set up a custom report type using one of the following objects to monitor Learning Paths.

Object Pulls Data from... Create a Report Showing... Learning Content Trailhead and myTrailhead How many Trailhead or myTrailhead modules exist, by module title, and how many points a user can earn for each

Learning Content Progress Trailhead and myTrailhead How many Trailhead and myTrailhead modules your users completed Which users completed a particular Trailhead or myTrailhead module and how long it took them to finish How many myTrailhead modules are in progress How many total points earned company-wide

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Object Pulls Data from... Create a Report Showing...

Learning Learning Paths How many individual users you assigned a learning item to and how many of those users completed the item

Learning Assignment Progress Learning Paths Which users you assigned a learning item to, which users have it in progress, and which users completed it Which users have an overdue learning assignment The percentage of your users that completed an assigned learning item

For example, create a report that associates the Learning Content object with the Learning object and Learning Assignments Progress object. Then you can review data on the modules that you assign to specific users and those users' progress on the assigned modules.

After you create reports, you can create a dashboard that shows key data.

1. Number of Trailhead and myTrailhead modules completed company-wide, by week 2. Most popular Trailhead and myTrailhead modules

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3. Number of Trailhead and myTrailhead modules completed company-wide 4. Number of hours spent reading Trailhead and my Trailhead modules company-wide 5. Number of points earned company-wide 6. Number of Trailhead and myTrailhead modules that your users have started but not yet finished

Considerations for Monitoring Learning Paths You can track user engagement with Trailhead and myTrailhead modules, but not with custom links. Reports using the Learning Content and Learning Content Progress objects show a maximum of 1,000 rows. You can filter a report on the Learning Content Progress object by the date when a user began a module, but not when a user completed the module. You can’t filter a report on the Learning Assignment Progress object by the date when a user completed a module. To report on users' learning assignment progress, filter your report on the Title field from the Learning Content object. You can't create a report that shows users' progress on all assigned Trailhead modules. You can’t track how many public groups or public group members you assigned a learning item to. For more details on limitations for reports on Learning Paths, see Limits on Report Types and Report Considerations for Salesforce Connect—All Adaptors in Salesforce Help.

SEE ALSO: Assign a Learning Item for Learning Paths Create a Custom Report Type Limits on Report Types Manage Custom Report Types Build a Lightning Experience Dashboard Reports

Customize the Help Menu in Lightning Experience

The Help icon in the header opens a menu of contextual help topics, Trailhead modules, videos, EDITIONS and more items chosen by Salesforce. You can supplement the recommended resources by adding a section with links to your own content. Your section appears at the top of the Help Menu on each Available in: Lightning page. There’s only one custom Help Menu section per org. You can’t add links to the Getting Started, Experience Help For This Page, or More Resources sections. Available in: Group, 1. From Setup in Lightning Experience, in the Quick Find box, enter Help Menu, and then select Professional, Enterprise, Help Menu. Performance, Unlimited, 2. Enter a title for the custom section. Salesforce recommends naming the section so that users and Developer Editions understand that the resources are custom help for your org or company. For example, Acme Company Help. Labels aren’t translated and appear as you’ve entered them. USER PERMISSIONS 3. Tip: List the most important resources first. Only the first two resources are shown in To create custom help: each section. Users can view all resources by clicking the section name or the arrow. • Customize Application OR Modify All Data

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Add labels and URLs for the resources. For example, Sales Tips and https://www.acmecustomhelp.com/pdf/salestips.pdf. You can add up to 30 resources. Items are listed in the Help Menu in the order that they appear on the setup page. 4. Save your changes. 5. Turn on Customize the Help Menu. You can hide sections and links to content created by Salesforce from users. Under the Salesforce Help Content section, turn off the sections and links that you want to hide. As an admin with the Customize Application or Modify All Data user permission, you always see all resources, including a link to the release notes. If you turn off the link to Get Support, the corresponding link in the Salesforce feedback form is also not displayed to users.

Important: If you install a package with custom Help Menu resources, they don't appear in your Help Menu Setup page or in the Help Menu user interface. To add resources per the package suggestions, use the CustomHelpMenuItem and CustomHelpMenuSection SOAP API objects to view the information contained in the package. Then manually add any resources to the Help Menu Setup page. The Help Menu isn’t supported in the Salesforce mobile app.

SEE ALSO: Find Help in Lightning Experience

Custom Help in Salesforce Classic In Salesforce Classic, object-level help replaces the links for a custom object or external object page. Replace built-in Salesforce Help with documentation that’s customized for your users.

Object-Level Help in Salesforce Classic Help your users by providing object-level help for all custom objects and external objects. This way, when your users click the Help for this Page link on your custom object, they’ll find useful information that’s relevant to your custom object. When you add custom help to a custom or external object, the Help for this Page link on those object pages displays your custom help instead of generic help. Your users can access the custom help content from the object home (overview), detail, and edit pages, list views, and related lists.

Note: If you don’t create object-level help, the Help for this Page link provides information about standard objects that won’t be relevant to your custom object. You can override the Help for this Page links for a custom object or external object with help content contained in a Visualforce page. But don’t worry! You don’t have to learn Visualforce to add help content to your custom objects.

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Define Org-Level Help in Salesforce Classic If you rename standard tabs, objects, fields, and other related user interface labels, you can also replace the built-in Salesforce Help with documentation that’s customized specifically for your users. To replace the built-in help, simply provide a URL to your custom help. This feature is available for Salesforce Classic only.

SEE ALSO: Custom Help Content Define Object-Level Help in Salesforce Classic Object-Level Help Considerations in Salesforce Classic

Define Object-Level Help in Salesforce Classic

Object-level help overrides the Help for this Page links for a custom object or external object with EDITIONS your own help content contained in a Visualforce page. To make object-level help available to all your users, create a Visualforce page that contains your help content. Then edit the custom or Available in: Salesforce external object definition to reference the page. Object-level help becomes available to all your Classic users instantly. Custom objects are 1. Create a Visualforce page that contains your help content. available in: Contact 2. Edit the custom object definition or external object definition that uses the custom help when Manager, Group, users click the Help for this Page link. Professional, Enterprise, Performance, Unlimited, 3. For Context-Sensitive Help Setting, select Open a window using a Visualforce and Developer Editions page. Salesforce Connect external 4. Select the Visualforce page that contains your help content. objects are available in: 5. Save you work. Developer Edition and for an extra cost in: Enterprise, Performance, and SEE ALSO: Unlimited Editions Object-Level Help in Salesforce Classic Custom Help Content USER PERMISSIONS

To define or change object-level help: • Customize Application

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Create a Custom Object Help Page with Static Content in Salesforce Classic

If you know HTML, it’s easy to add help to your custom objects by writing the content in HTML and EDITIONS saving it in a Visualforce page. No need to learn Visualforce. Just use the template that we provide. 1. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Available in: Salesforce Pages. Classic 2. Click New. Custom objects are The Visualforce page editor opens with a new page. available in: Contact 3. Complete the following fields. Manager, Group, Professional, Enterprise, Performance, Unlimited, Field Description and Developer Editions Label The human-friendly name of the page used to identify the page in Salesforce Connect external Setup tools. objects are available in: Developer Edition and for Tip: It’s a great idea to have a naming convention for your an extra cost in: Enterprise, custom help pages. For example, start all custom help pages Performance, and with “Help_” and then the object name. Unlimited Editions

Name The API name for the page. You can use the auto-filled value. Visualforce is available in: Contact Manager, Group, Description An optional description of the page. Professional, Enterprise, Performance, Unlimited, Available for Select this option if your custom object is available in the Salesforce and Developer Editions Lightning Experience, mobile app. Experience Builder sites, and the mobile USER PERMISSIONS app To define or change object-level help: • Customize Application 4. Click Quick Save. To create or edit Visualforce 5. In the Visualforce Markup tab code editor, select the default code and delete it. pages: 6. Paste the following help template code into the code editor. • Customize Application

Help for {YourObjectName} Object

Your custom help message here.

7. Click Quick Save. 8. Edit the template to add your help content. To add formatting to your page, use HTML markup. You can also use Visualforce markup if you know it.

9. Click Save.

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You can now add this page as custom help. When users click Help for this Page, they see this page in the Help & Training window.

SEE ALSO: Define Object-Level Help in Salesforce Classic Create Custom Object Help with a PDF File in Salesforce Classic Object-Level Help Considerations in Salesforce Classic

Create Custom Object Help with a PDF File in Salesforce Classic

Add help to your custom objects by creating Visualforce pages that redirect to PDF help files or a EDITIONS URL. No need to learn Visualforce. Just use the template that we provide. You can write your help content in an authoring tool such as Microsoft Word and convert it to a Available in: Salesforce PDF file. Classic 1. Upload your PDF file as a static resource. Custom objects are Users see this PDF file when they request help with the custom object. available in: Contact Manager, Group, 2. From Setup, enter Visualforce Pages in the Quick Find box, then select Visualforce Professional, Enterprise, Pages. Performance, Unlimited, 3. Click New. and Developer Editions The Visualforce page editor opens with a new page. Salesforce Connect external objects are available in: 4. Complete the following fields. Developer Edition and for an extra cost in: Enterprise, Field Description Performance, and Label The human-friendly name of the page used to identify the page in Unlimited Editions Setup tools. Visualforce is available in: Contact Manager, Group, Tip: It’s a great idea to have a naming convention for your Professional, Enterprise, custom help pages. For example, start all custom help pages Performance, Unlimited, with “Help_” and then the object name. and Developer Editions

Name The API name for the page. You can use the auto-filled value.

Description An optional description of the page. USER PERMISSIONS

Available for Select this option if your custom object is available in the Salesforce To define or change Lightning Experience, mobile app. object-level help: • Customize Application Experience Builder sites, and the mobile To create or edit Visualforce app pages: • Customize Application

5. Click Quick Save. 6. In the Visualforce Markup tab code editor, select the default code and delete it. 7. Paste the following help template code into the code editor.

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Redirecting to help content...

8. Replace YourCustomHelpResource in the action attribute with the name of the static resource that you uploaded. 9. Click Save. You can now add this page as help. When users click Help for this Page, they’re redirected to the resource you set in the action attribute.

Note: The user’s browser controls the behavior of a PDF link, not your Visualforce page. The PDF content might display in the browser or be downloaded as a PDF file.

SEE ALSO: Define Object-Level Help in Salesforce Classic Create a Custom Object Help Page with Static Content in Salesforce Classic Object-Level Help Considerations in Salesforce Classic

Object-Level Help Considerations in Salesforce Classic

Before defining object-level help text for your custom or external objects, review these best practices EDITIONS and implementation considerations. Available in: Salesforce Best Practices Classic (not available in all orgs) • The window that displays your object-level help has the same height and width dimensions as the standard Salesforce Help & Training window. To increase the usability of your help content, Custom objects are size and style your content appropriately. available in: Contact Manager, Group, • Your Visualforce help content pages can use merge fields or other functions to make the Professional, Enterprise, experience more personalized. For example, you can design the help to add the user’s name Performance, Unlimited, when the help page is displayed. and Developer Editions Salesforce Connect external Advanced Implementation Considerations objects are available in: • Create custom help Visualforce pages without a controller, or use a custom controller. You can’t Developer Edition and for use a standard controller. an extra cost in: Enterprise, Performance, and • If you have defined object-level help for an object that you add to a Salesforce AppExchange Unlimited Editions package, Salesforce adds the Visualforce page or static resource referenced in your Context-Sensitive Help Settings for that object. Visualforce is available in: Contact Manager, Group, • In managed packages, object-level help is locked to the developer, giving installers the ability Professional, Enterprise, to change it if needed. Performance, Unlimited, and Developer Editions SEE ALSO: Define Object-Level Help in Salesforce Classic Object-Level Help in Salesforce Classic

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Define Org-Level Help in Salesforce Classic

If you rename standard tabs, objects, fields, and other related user interface labels, you can also EDITIONS replace the built-in Salesforce Help with documentation that’s customized specifically for your users. To replace the built-in help, simply provide a URL to your custom help. This feature is available Available in: Salesforce for Salesforce Classic only. Classic (not available in all Users can view this URL whenever they click on any context-sensitive help link on an end-user page orgs) or within their personal settings. After you replace the help, the Help & Training link at the very Available in: All Editions top of every page and all Setup pages will continue to display the Salesforce Help. except Database.com 1. From Setup, enter Help Settings in the Quick Find box, then select Help Settings. 2. Enter the complete URL for your help file that you would like to replace the Salesforce Help. 3. Click Save.

Considerations for Replacing the Salesforce Help • When you replace the Salesforce Help with your own help file, the Help & Training link still displays Salesforce Help. However, other than within Setup, the Help for this Page links on all pages are no longer context-sensitive. That is, your help file will open at the same place regardless of which page the user is viewing when they click the link. • You can make your help context-sensitive by taking advantage of the context-specific parameters that are passed with each help link. For example, the help link from the Opportunities tab home page is constructed as follows (without any line breaks): http://your_help_file.com?loc=help&body=%2Fhelp%2Fdoc%2Fen%2Fhelp2.jsp &target=opp_overview.htm§ion=Opportunities The values of the target and section parameters are unique for every page within the application. You can parse these parameters to display context-sensitive help content for your users.

Tailor Business Processes to Different Users Using Record Types

Record types let you offer different business processes, picklist values, and page layouts to different EDITIONS users. You might create record types to differentiate your regular sales deals from your professional services engagements, offering different picklist values for each. Or you might display different page Available in: both Salesforce layouts for your customer support cases versus your billing cases. Classic and Lightning Example: Here’s an example of how record types can work in your org. Let’s say you have Experience two sales divisions, hardware and consulting, and only your consulting division receives leads Available in: Professional, through seminars. You can choose to display the Seminar contact lead source for the consulting Enterprise, Performance, division only. Unlimited, and Developer Step 1: Manage master picklists Editions Define a list of contact Lead Source picklist values that contains all the values used by both the Hardware and Consulting divisions, including Seminar. USER PERMISSIONS Step 2: Create record types To create or change record Create two contact record types: one called Hardware and another called Consulting. types: This step includes adding master picklist values to the record types. • Customize Application Step 3: Add record types to profiles Add the Hardware record type to the profiles for all users in the hardware sales division. Add the Consulting record type to the profiles of all users in the consulting sales division.

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Step 4: Set personal options for record types Allow users of both the hardware and consulting sales divisions to bypass the prompt that asks them to select a record type when creating a contact. If you have users that create contact records for both sales divisions, they can customize their personal settings to always prompt them to select a record type.

Considerations for Creating and Updating Record Types and Picklists Keep these considerations in mind when working with record types and business process picklists. Create Record Types Edit Picklists for Record Types and Business Processes Customize the values in record type or business process picklists based on your organization’s unique needs. Limitations for Creating and Updating Record Types and Picklists Keep these limitations in mind when working with record types and business process picklists. Managing Multiple Business Processes Use multiple business processes to display different picklist values according to each user’s profile. Use multiple business processes to track separate sales, support, and lead lifecycles. Create Multiple Business Processes

SEE ALSO: How Is Record Type Access Specified?

Considerations for Creating and Updating Record Types and Picklists

Keep these considerations in mind when working with record types and business process picklists. EDITIONS

General Available in: both Salesforce Classic and Lightning • If each profile is associated with a single record type, users will never be prompted to select a Experience record type when creating records. Available in: Professional, • Don’t name your record type Master because it’s reserved for record types. Enterprise, Performance, • Don’t use record types as an access control mechanism. Profile assignment governs create and Unlimited, and Developer edit access for an object but doesn’t govern read access. For example, a user assigned to a Editions profile that isn't enabled for a particular record type can't create records with that record type, but can access records associated with that record type. Users with access to an object can read all record type information for that object. • We strongly recommend against storing sensitive information in the record type description, name, or label. Instead, store sensitive information in a separate object or fields to which you applied appropriate access controls. • A user can be associated with several record types. For example, a user who creates marketing campaigns for both US and European divisions can have both US and European campaign record types available when creating campaigns. • When creating and editing record types for accounts, opportunities, cases, contacts, or custom objects, check for criteria-based sharing rules that use existing record types as criteria. A record type change may affect the number of records that the rule shares. For example, let's say you have a record type named Service, and you created a criteria-based sharing rule that shares all Service record types with your service team. If you create another record type named Support, and you want these records shared with your service team, update the sharing rule to include Support record types in the criteria. • Deleting a record type also deletes the related path.

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• Business and person accounts require at least one active record type. • Deleting campaign member record types updates the Campaign Member Type field on campaign and campaign member records. • Person accounts are account records to which a special record type has been assigned. These record types are called person account record types. Person account record types allow contact fields to be available on the account and allow the account to be used as if it were a contact. A default person account record type named Person Account is automatically created when person accounts are enabled for your org. You can change the name of this record type, and you can create more person account record types. • From the UI, you can change an account’s record type from a business account to a business account or from a person account to a person account. However, to change an account’s record type from a business account to a person account, or vice versa, you must use the API. • When users convert, clone, or create records, these special considerations apply. – When a user converts a lead, the new account, contact, and opportunity records use the default record type for the owner of the new records. The user can choose a different record type during conversion. – When a user clones a record, the new record has the record type of the cloned record. If the user’s profile doesn’t have access to the record type of the cloned record, the new record adopts the user’s default record type. – When a user creates a case or lead and applies assignment rules, the new record can keep the creator’s default record type or take the record type of the assignee, depending on the case and lead settings specified by the administrator.

• Changing a record type causes Lightning pages to refresh.

Deactivating Record Types Consider these guidelines if you are deactivating a record type. • Deactivating a record type doesn’t remove it from any user profiles or permission sets. • Deactivating a record type means that no new records can be created with the record type. However, any records that were previously created with the record type are still associated with it and with its associated page layout. • To deactivate all record types from an object, remove all record types from all the profiles and deactivate the record types. Then create one new record type and activate it, but don’t add it to any profiles. One record type must exist to enable existing records that used the deactivated record types to display properly. If you encounter any issues inline editing a record in Lightning Experience after deactivating a record type, edit the Page Layout Assignment so that another layout on the object, such as the default layout, is used for the custom record type. Otherwise, consider reactivating the disabled record type.

Record Types and Picklists • Before creating record types, include all the possible record type values in your master list of picklists. The master picklist is a complete list of picklist values that can be used in any record type. • The master picklist is independent of all record types and business processes. If you add a picklist value to the master picklist, you must manually include the new value in the appropriate record types. If you remove a picklist value from the master, it is no longer available when creating records, but records assigned to that value are unchanged.

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• When you create a record type without cloning an existing one, the new record type automatically includes the master picklist values for both standard and custom picklists. You can then customize the picklist values for the record type.

SEE ALSO: Tailor Business Processes to Different Users Using Record Types Create Record Types Limitations for Creating and Updating Record Types and Picklists

Create Record Types

Tip: Before creating record types, include all of the possible record type values in your master EDITIONS list of picklists. The master picklist is a complete list of picklist values that can be used in any record type. Available in: both Salesforce 1. From the management settings for the appropriate object, go to Record Types. Classic and Lightning Experience 2. Click New. Available in: Professional, 3. Select Master from the Existing Record Type dropdown list to copy all available picklist values, Enterprise, Performance, or choose an existing record type to clone its picklist values. Unlimited, and Developer Note: When you create a record type without cloning an existing one, the new record Editions type automatically includes the master picklist values for both standard and custom picklists. You can then customize the picklist values for the record type. USER PERMISSIONS

4. Enter a Record Type Label that's unique within the object. To create or change record types: Important: Don’t name your record type Master because it’s reserved for record types. • Customize Application

5. Enter a Record Type Name. The Record Type Name refers to the component when using the Web services API and prevents naming conflicts on package installation in managed packages. 6. For opportunity, case, lead, and solution record types, select a business process to associate with the record type. 7. Enter a description. 8. Select Active to activate the record type. 9. Select Make Available next to a profile to make the record type available to users with that profile. Select the checkbox in the header row to make it available for all profiles.

Tip: If each profile is associated with a single record type, users will never be prompted to select a record type when creating records. Users assigned to a record type can still view and edit records associated with record types not enabled for their profiles.

10. For selected profiles, select Make Default next to a profile to make it the default record type for users of that profile. Select the checkbox in the header row to make it the default for all profiles. 11. Click Next. 12. Choose a page layout option to determine what page layout displays for records with this record type: • To apply a single page layout for all profiles, select Apply one layout to all profiles and choose the page layout from the dropdown list. • To apply different page layouts based on user profiles, select Apply a different layout for each profile and choose a page layout for each profile.

102 Extend Salesforce with Clicks, Not Code Tailor Business Processes to Different Users Using Record Types

13. Click Save to edit the values of the standard and custom picklists available for the record type, or click Save and New to create another record type.

SEE ALSO: Tailor Business Processes to Different Users Using Record Types Considerations for Creating and Updating Record Types and Picklists Limitations for Creating and Updating Record Types and Picklists

Edit Picklists for Record Types and Business Processes

Customize the values in record type or business process picklists based on your organization’s EDITIONS unique needs. 1. Select a record type or business process and click Edit next to the picklist field to change its Available in: both Salesforce values. Classic and Lightning Experience 2. Add or remove values as needed. Users can choose from these values when creating or editing records. Record types are available 3. Optionally, choose a default picklist value. Some picklists require a default value. The default in: Professional, Enterprise, Performance, Unlimited, value in a dependent field is ignored. and Developer Editions 4. Click Save. Business processes are available in: Enterprise, SEE ALSO: Performance, Unlimited, Custom Fields and Developer Editions

USER PERMISSIONS

To create or change record types: • Customize Application To create or change business processes: • Customize Application

Limitations for Creating and Updating Record Types and Picklists

Keep these limitations in mind when working with record types and business process picklists. EDITIONS • These special picklist fields aren’t available for record types because they are used exclusively for sales processes, lead processes, support processes, and solution processes: Available in: both Salesforce Classic and Lightning – Opportunity Stage Experience – Case Status Available in: Professional, – Solution Status Enterprise, Performance, – Lead Status Unlimited, and Developer You can use these fields to provide different picklist values for different record types by assigning Editions a different process to each record type. • These campaign member picklists aren’t available for record types:

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– Status – Salutation – Lead Source

• You can’t edit or delete a record type for an object if the object is referenced in Apex. • You can’t deactivate a record type if it is in use by an email routing address for Email-to-Case or On-Demand Email-to-Case. • Record types can only be assigned to campaign members using the Campaign Member Type field on new or existing campaigns. To assign record types to campaign members, add the Campaign Member Type field to the campaign page layout. You must have the Marketing User user permission to change the campaign member type. You can also add a read-only Campaign Member Type field to the campaign members page layout. • We recommend creating no more than 200 record types. While there is no limit, orgs may have difficulty managing their record types if they exceed 200.

SEE ALSO: Create Record Types Considerations for Creating and Updating Record Types and Picklists

Managing Multiple Business Processes

Use multiple business processes to display different picklist values according to each user’s profile. EDITIONS Use multiple business processes to track separate sales, support, and lead lifecycles. Sales Processes Available in: both Salesforce Create different sales processes that include some or all of the picklist values available for the Classic and Lightning opportunity Stage field. Experience Lead Processes Available in: Enterprise, Create different lead processes that include some or all of the picklist values available for the Performance, Unlimited, Lead Status field. and Developer Editions Support Processes Create different support processes that include some or all of the picklist values available for USER PERMISSIONS the case Status field. To create or change Solution Processes business processes: Create different solution processes that include some or all of the picklist values available for • Customize Application the Status field. After creating a sales, support, lead, or solution process, assign the process to a record type. The record type determines the user profiles that are associated with the business process. To view a list of business processes, from Setup, enter Processes in the Quick Find box, then select the appropriate link.

SEE ALSO: Edit Picklists for Record Types and Business Processes

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Create Multiple Business Processes

Follow these steps to create sales processes, support processes, lead processes, and solution EDITIONS processes. 1. From Setup, enter Processes in the Quick Find box, then select the appropriate link. Available in: both Salesforce Classic and Lightning 2. Click New. Experience 3. Choose an existing process to copy its picklist values into the new process. Select Master to copy all available picklist values. Available in: Enterprise, Performance, Unlimited, 4. Enter a name and description for the new process. The name must be unique within the tab. and Developer Editions 5. Click Save. All of the available values in the picklist are displayed. Choose the values that you would like USER PERMISSIONS included in the new business process. To create or change Next, add the new business process to a record type, and then make the record type available to business processes: users based on profile. • Customize Application

Manage Your Translations

If your Salesforce org has multiple languages enabled, manage translations so that your global users EDITIONS can use Salesforce in their language.

Note: Standard objects aren’t available in Translation Workbench. Use the rename tabs and Metadata translation labels interface for standard object translation. available in: Salesforce Classic (not available in all orgs) and Lightning Metadata Translation Experience When you enable multiple languages in your Salesforce org, Salesforce translates some labels Data translation available in: for you, based on the language type. For labels without a default translation, you can localize Lightning Experience your apps and custom functionality for any Salesforce supported language through metadata translation. Available in: Professional, Data Translation Enterprise, Performance, Unlimited, and Developer When data translation is enabled, the data stored in the B2B Commerce Product and Product Editions Category objects’ Name and Description fields is available for translation. You can also enable data translation for custom text and URL fields on those objects. Data translation applies to: B2B Commerce Translation Workbench Use Translation Workbench to maintain translated values for metadata and data labels in your Salesforce org. Specify languages for translation and assign translators for each language. Manage translated values for any Salesforce supported language. Translators can maintain translations directly through the workbench, or you can export translation files for bulk translation imports. Translation Considerations Review considerations for managing your translations and translating flows.

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Metadata Translation

When you enable multiple languages in your Salesforce org, Salesforce translates some labels for EDITIONS you, based on the language type. For labels without a default translation, you can localize your apps and custom functionality for any Salesforce supported language through metadata translation. Available in: Salesforce Salesforce-provided translations vary by language type. Classic (not available in all orgs) and Lightning Language Type Translations Provided by Salesforce Experience Fully supported languages Metadata labels for all standard features, plus Available in: Professional, Help. Enterprise, Performance, Unlimited, and Developer End-user languages Metadata labels for all standard objects and Editions pages, except admin pages and Setup. No translations for Help.

Platform-only languages None

In situations where Salesforce doesn’t provide default translations, metadata translation allows you to localize apps and custom functionality that you build in Salesforce. You can translate items such as custom labels, custom objects, and field names.

Metadata Available for Translation You can translate metadata labels only for certain Salesforce Setup components. Flow Components for Metadata Translation Flow components are the parts of a flow you can translate.

SEE ALSO: Supported Languages Translation Workbench

Metadata Available for Translation

You can translate metadata labels only for certain Salesforce Setup components. EDITIONS Note: Standard objects aren’t available in Translation Workbench. Use the rename tabs and labels interface for standard object translation. Available in: Salesforce Classic (not available in all To view the translatable metadata labels in your Salesforce organization, first enable Translation orgs) and Lightning Workbench. Then, from the Translate Setup page, select a Setup component. If needed, select Experience Object, Custom Report Type Entity, Flow, Flow Type, Flow Component, or Aspect. Available in: Professional, You can translate the following components. Enterprise, Performance, • Action Unlimited, and Developer • Address Country Editions • Address State • Apex Sharing Reason • App • Button and Link Label

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• Chatter Extension • Custom Field • Custom Report Type • Data Category • Data Category Group • Division • Feed Filter • Field Set • Flow • Global Value Set • Layout Section • Lookup Filter • Managed Content Node Type • Managed Content Type • Navigation Menu Item (for Experience Cloud sites) • Path Step Rich Text • Picklist Value • Prompt • Prompt Version • Record Type • Reputation Level (for Experience Cloud sites) • S-Control • Solution Category • Stamp • Standard Field Help • Validation Error Message • Web Tab (also includes Lightning component and Visualforce tabs) • Workflow Task

Important: Visualforce pages supersede s-controls. Organizations that haven’t previously used s-controls can’t create them. Existing s-controls are unaffected, and can still be edited.

SEE ALSO: Supported Languages Translation Workbench

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Flow Components for Metadata Translation

Flow components are the parts of a flow you can translate. EDITIONS

Flow Description Where Translation Appears Available in: Salesforce Component Classic (not available in all Definition The flow name The flow interview’s title bar. orgs) and Lightning Experience Version The version label of a flow The active flow version label is the flow Available in: Professional, definition label by default, so it appears Enterprise, Performance, in the flow interview's title bar. When Unlimited, and Developer you enter the flow definition and its Editions translation manually, the translated definition label overrides the active flow version label. When the flow definition label doesn't have a translation, the translated version label appears as the flow interview's title.

Screen Info Aspect includes help text and paused Help text and paused messages for the messages overall screen.

Screen Field Aspect includes labels, description, help Field-level text on a screen. The text, and error messages for screen description aspect is the text for screen components that don't require output components. Lightning runtime

Choice Aspect includes field labels, help text, Field-level text for choice components. text input labels

Stage Stage labels Screen components that can reference stage labels, including Display Text components and attributes for screen components that require Lightning runtime.

Text Template Aspect includes text in a text template All the pages of a survey. Available only in Salesforce Surveys.

SEE ALSO: Metadata Translation Translation Workbench Considerations for Translating Flows

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Data Translation

When data translation is enabled, the data stored in the B2B Commerce Product and Product EDITIONS Category objects’ Name and Description fields is available for translation. You can also enable data translation for custom text and URL fields on those objects. Available in: Lightning Note: Data translation requires API version 48.0 or later. Experience Available in: Enterprise, Performance, and Enable Data Translation Developer Editions Allow translation of data stored within the Name and Description fields on the Product and Product Category objects. Applies to: B2B Commerce Enable Data Translation for Custom Fields Allow translation of data stored in custom fields on the Product and Product Category objects. You can enable data translation on custom fields with a type of Text, Text Area, Text Area (Long), Text Area (Rich), and URL.

Enable Data Translation

Allow translation of data stored within the Name and Description fields on the Product and Product EDITIONS Category objects.

Note: Before enabling data translation, note these important considerations: Available in: Lightning Experience • Data translation requires API version 48.0 or later. Available in: Enterprise, • Data translation counts against your Salesforce org’s storage limits. Performance, and 1. From Setup, in the Quick Find box, enter Company Information, and then select Developer Editions Company Information. Applies to: B2B Commerce 2. In the Organization Detail section, click Edit. 3. Select Enable Data Translation. USER PERMISSIONS 4. Click Save. To view company Data translation is now available for the Name and Description fields through the Translation information: tab within Product. You can also manage your data translations through the Export and Import • View Setup and options within Translation Workbench. Configuration

5. Optional: Enable data translation for custom fields. To change company information: • Modify All Data SEE ALSO: Translation Workbench B2B Commerce on Lightning Experience Create Product Data Translations for B2B Stores Data and File Storage Allocations

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Enable Data Translation for Custom Fields

Allow translation of data stored in custom fields on the Product and Product Category objects. You EDITIONS can enable data translation on custom fields with a type of Text, Text Area, Text Area (Long), Text Area (Rich), and URL. Available in: Lightning Before enabling data translation for custom fields, you must enable data translation. Experience

Note: Data translation requires API version 48.0 or later. Available in: Enterprise, Performance, and 1. From Setup, in the Quick Find box, enter Data Translation Settings, and then Developer Editions select Data Translation Settings. Applies to: B2B Commerce 2. Select an object to enable data translation for its custom fields. Only objects that support data translation are listed. USER PERMISSIONS 3. Select the custom fields that you want to make available for data translation. To change data translation Data translation can only be enabled on custom fields with a type of Text, Text Area, Text Area settings: (Long), Text Area (Rich), and URL. • Customize Application 4. Click Save. AND If your B2B Commerce Store supports multiple languages, data translation is now available for the Modify All Data selected custom fields through the Translation tab within Product and Product Category. You can also manage your data translations through the Export and Import options within Translation Workbench.

SEE ALSO: B2B Commerce on Lightning Experience Create Product Data Translations for B2B Stores Translation Workbench

Translation Workbench

Use Translation Workbench to maintain translated values for metadata and data labels in your EDITIONS Salesforce org. Specify languages for translation and assign translators for each language. Manage translated values for any Salesforce supported language. Translators can maintain translations Metadata translation directly through the workbench, or you can export translation files for bulk translation imports. available in: Salesforce Note: Translation Workbench is only available for multi-language orgs. If you aren’t sure Classic (not available in all orgs) and Lightning whether you have a single-language or multi-language organization, contact Salesforce Experience Customer Support. Data translation available in: Lightning Experience Enable or Disable Translation Workbench Translation Workbench allows you to specify languages for translation, assign translators, and Available in: Professional, manage your translations through the workbench or bulk translation. Enterprise, Performance, Unlimited, and Developer Add Translated Languages and Translators Editions Add languages for translation, assign translators for each language, and activate or deactivate a language’s translations. Data translation applies to: B2B Commerce

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Translate Metadata Labels Create and update metadata translations for customizations you make to your Salesforce organization, such as custom picklist values and custom field labels. Override Translations in Second-Generation Managed Packages and Unlocked Packages You can override metadata translations for custom objects in namespaced unlocked packages and second-generation managed packages. For example, override the label on a custom field or workflow task. Export Metadata Translation Files Create files for your translators that contain your Salesforce org’s translatable metadata. Examples of translatable metadata include custom field labels, report type names, and picklist values. Export Data Translation Files If data translation is enabled in your Salesforce org, you can create files for your translators that contain your org’s data translations. Examples of translatable data include B2B Commerce Product names and data stored in custom fields. Work with Translation Files Translate metadata labels or data translation text, or review existing translations, with XML Localization Interchange File Format (.xlf) or Salesforce Translation Format (.stf) files. Import Translated Files Import and update the translations for your Salesforce org’s metadata, such as custom fields, report types, and picklist values. Or import and update data translations, such as Product names. Typically, you export translation files from Salesforce, then send them to outside translators or a translation agency for bulk translation activities. You then import the translated files. Common Errors with Exporting and Importing Translation Files Troubleshoot issues you can encounter while exporting and importing files in Translation Workbench.

SEE ALSO: Supported Languages Rename Object, Tab, and Field Labels

Enable or Disable Translation Workbench

Translation Workbench allows you to specify languages for translation, assign translators, and EDITIONS manage your translations through the workbench or bulk translation. Available in: Salesforce Enable Translation Workbench Classic (not available in all orgs) and Lightning Translation Language Settings 1. From Setup, in the Quick Find box, enter , and Experience then select Translation Language Settings. Available in: Professional, 2. On the welcome page, click Enable. Enterprise, Performance, Enabling Translation Workbench makes these changes to your Salesforce org. Unlimited, and Developer • The Manage Translation systems permission is available in permission sets. Editions • You must edit picklist values individually. You can’t mass-edit existing picklist values, but you can still mass-add new values. USER PERMISSIONS

• When picklist values are sorted alphabetically, the values are alphabetical by the org’s default To enable and disable language. Translation Workbench: • Modify All Data

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• Reports have a Filter Language dropdown list in the Filters pane of the report builder. Selecting a language filters on translated strings for any filter criteria that use the starts with, contains, or does not contain operator. • Import files have a Language dropdown list, and all records and values within the import file must be in the selected language. • Web-to-Lead and Web-to-Case have a Language dropdown list before you generate the HTML. If a customized component doesn’t have a translated value, the component uses the org’s default language. When you deactivate a language, all translations for that language are still available in Translation Workbench. However, users with that language selected see the org’s default language values.

Disable Translation Workbench To disable Translation Workbench, from Setup, in the Quick Find box, enter Translation Language Settings, and then select Translation Language Settings. Click Disable.

Note: In a Developer org with a managed package containing translations, Translation Workbench can’t be disabled after it is enabled.

SEE ALSO: Supported Languages Select Your Language, Locale, and Currency Rename Object, Tab, and Field Labels

Add Translated Languages and Translators

Add languages for translation, assign translators for each language, and activate or deactivate a EDITIONS language’s translations.

Note: The Manage Translation permission is enabled by default in the System Administrator Available in: Salesforce profile. Classic (not available in all orgs) and Lightning Before adding a language for translation, you must select languages for your org and enable Experience Translation Workbench. Available in: Professional, Translation Language Settings 1. From Setup, in the Quick Find box, enter , and Enterprise, Performance, then select Translation Language Settings. Unlimited, and Developer 2. To activate a new language, click Add. Or to change an existing supported language, click Edit. Editions 3. If adding a language, choose a language. 4. To make the entered translations available to your users, select Active. Users can change USER PERMISSIONS their personal language anytime, regardless of whether it's active in the Translation Workbench. To add or edit languages: Active Selecting makes the translations available to the users in that language. • Manage Translation We recommend that you don't make a language active until the translators have translated all To assign translators: values. • Manage Translation Note: If you installed a managed package that includes translations, those translated values appear to users regardless of whether the language is active on the Translation Language Settings Setup page. To override metadata translations delivered by a managed package for custom objects, see Override Translations in Second-Generation Managed Packages and Unlocked Packages.

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5. To assign translators for this language, select them from the Available List, and click Add. If you don’t see the member that you want to add, enter keywords in the search box, and click Find.

Important: Ensure that all translators have the View Setup and Configuration permission so that they can begin translating. Users can only translate languages that they're assigned to.

6. Save your changes.

SEE ALSO: Select Languages for Your Org Enable or Disable Translation Workbench Override Translations in Second-Generation Managed Packages and Unlocked Packages

Translate Metadata Labels

Create and update metadata translations for customizations you make to your Salesforce EDITIONS organization, such as custom picklist values and custom field labels.

Note: Entering translations through Translation Workbench has limitations, so note the Available in: Salesforce following. Classic (not available in all orgs) and Lightning • Use the rename tabs and labels interface for standard object translation. Standard objects Experience and custom object names aren’t available in Translation Workbench. Available in: Professional, • Manage data translations through the Translation tab within Product or through the Enterprise, Performance, Export and Import options in Translation Workbench. Only metadata translations are Unlimited, and Developer available for translation via the Translate Setup page. Editions Before translating metadata labels, you must select languages for your org, enable Translation Workbench, and add translated languages and translators. USER PERMISSIONS 1. From Setup, in the Quick Find box, enter Translate, and then select Translate. To translate terms: 2. Select the Language you're translating into. • View Setup and 3. Select a Setup Component. See Metadata Available for Translation for a list of translatable Configuration components. AND 4. Depending on the setup component, select the next options. Be designated as a translator The aspect is a part of the setup component that you can translate. For example: • Workflow tasks have an object (for example, Account or Contact) and aspect (Subject or Comment). • Custom Report Types have a custom report type entity (Custom Report Type, Custom Report Type Column, or Custom Report Type Layout Section) and aspect (field label or description). • Flows have a flow type (Flow and Autolaunched Flow), a flow name, and a flow component (Definition, Version, Screen Info, Screen Field, and Choice). Flow components can have a flow version, screen, or aspect. For global value sets and picklist values, you can translate inactive values by selecting Show Inactive Values.

5. To enter new values, double-click in the translation column. You can press Tab to advance to the next editable field or Shift+Tab to go to the previous editable field.

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Note: The Out of Date column indicates the possibility that the label needs translating because the primary label has been updated. When editing a button or link label, you see the Button or Link Name column, which is used to refer to the component when using SOAP API.

6. Click Save. If a customized component doesn’t have a translated value, the component uses the org’s default language. When you deactivate a language, all translations for that language are still available in Translation Workbench. However, users with that language selected see the org’s default language values.

SEE ALSO: Select Languages for Your Org Translation Workbench Rename Object, Tab, and Field Labels Metadata Available for Translation

Override Translations in Second-Generation Managed Packages and Unlocked Packages

You can override metadata translations for custom objects in namespaced unlocked packages and EDITIONS second-generation managed packages. For example, override the label on a custom field or workflow task. Available in: Salesforce Note: Overriding translations in second-generation managed packages and unlocked Classic (not available in all packages has limitations: orgs) and Lightning Experience • You can’t override translations for standard objects in packages. Available in: Professional, • You can’t override data translations. Enterprise, Performance, If you installed a managed package that includes translations, those translated values appear to Unlimited, and Developer users regardless of whether the language is active on the Translation Language Settings Setup Editions page. Before you can override those translations, you must select languages for your org and enable Translation Workbench. USER PERMISSIONS 1. From Setup, in the Quick Find box, enter Override, and then select Override. To override metadata 2. Select the Package that you’re overriding. translations: 3. Select the Language that you're entering your overrides in. • View Setup and Configuration 4. Select a Setup Component. See Metadata Available for Translation for a list of translatable AND components. Customize Application 5. Depending on the setup component, select the next options. The aspect is a part of the setup component that you can translate. For example: • Workflow tasks have an object (for example, Account or Contact) and aspect (Subject or Comment). • Custom Report Types have a custom report type entity (Custom Report Type, Custom Report Type Column, or Custom Report Type Layout Section) and aspect (field label or description). • Flows have a flow type (Flow and Autolaunched Flow), a flow name, and a flow component (Definition, Version, Screen Info, Screen Field, and Choice). Flow components can have a flow version, screen, or aspect. For global value sets and picklist values, you can translate inactive values by selecting Show Inactive Values.

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6. To enter new values, double-click in the translation column. You can press TAB to advance to the next editable field or SHIFT-TAB to go to the previous editable field.

Note: The Out of Date column indicates the possibility that the term needs translation because the primary label has been updated. When editing a button or link label, you see the Button or Link Name column, which is used to refer to the component when using SOAP API.

7. Click Save.

SEE ALSO: Select Languages for Your Org Enable or Disable Translation Workbench Metadata Available for Translation

Export Metadata Translation Files

Create files for your translators that contain your Salesforce org’s translatable metadata. Examples EDITIONS of translatable metadata include custom field labels, report type names, and picklist values.

Note: You need the Manage Translation AND Create Documents user permissions to import Available in: Salesforce or export translation files. If you attempt either operation without both user permissions, it’s Classic (not available in all possible to navigate to the import or export page, but the operation itself fails. orgs) and Lightning Experience Before you can export metadata translation files, you must enable Translation Workbench. Available in: Professional, Tip: When exporting metadata translation files, individual uncompressed files are limited to Enterprise, Performance, 5 MB each. If your org’s metadata translations exceed 5 MB, the system exports multiple files. Unlimited, and Developer If multiple .zip files are required, each file name is date-stamped and incremented. For example, Editions Outdated and untranslated 2020–09–20 05:13_part 1 of 2.zip. 1. From Setup, in the Quick Find box, enter Export, and then select Export. USER PERMISSIONS 2. If data translation is enabled in your org, select the Metadata Translation Type. To export or import 3. Select which labels you want to export. translation files • Source–Used as the initial source for creating translations. • Manage Translation AND Creates a single file that contains a list of all your translatable customizations. Create Documents • Outdated and untranslated–Used to make updates. Creates a set of files that contain only metadata labels that have not been translated, including new and modified labels. One file is created for each language. These files are then compressed into .zip files.

• Bilingual–Used for reference and reviewing all your untranslated and translated customizations. Creates a list of all the translatable metadata labels in their current translated or untranslated state. One file is created for each language. These files are then compressed into .zip files. The content in each file is divided into Untranslated and Translated sections. Each translatable label is in the Untranslated or the Translated section, according to its translation state. The Translated section includes the out-of-date status for each label.

Note: Exported translation file content is in your org's default language.

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4. Select a format. Salesforce recommends the XML Localization Interchange File Format (XLIFF) because it contains more information than the .stf format, like the field width. 5. Click Export. A status message tells you that the export is being processed. Wait for it to finish before submitting another export request. When the export is complete, an email is sent to the email address specified in your profile.

6. Locate the exported .stf, .xlf, or .zip file. Go to Your name > Documents > Document Folders > My Personal Documents > Go!. All exported files indicate the Export option used to create them and are date and time stamped. Individual files end with the .stf or .xlf extension. Multiple files are grouped into .zip files. If you have many documents in your personal documents area, find the exported files under the sort letter: • B—Bilingual export option, for example: Bilingual_2020-01-23_11:20.zip. • S—Source export option, for example: Source_en_US_2020-01-23_11:20.stf. • O—Outdated and untranslated export option, for example: Outdated_and_untranslated_2020-01-23_11:20.zip.

7. Save the files for translation by your translators or translation agency. Click View > Save File > OK. The file is saved to the location specified by your browser. For example, C:/Users/username/Downloads.

8. Send the files to your outside translators or translation agency for bulk translation activities, then use Import to update your labels.

SEE ALSO: Translation Workbench Salesforce Developer Doc: Translations

Export Data Translation Files

If data translation is enabled in your Salesforce org, you can create files for your translators that USER PERMISSIONS contain your org’s data translations. Examples of translatable data include B2B Commerce Product names and data stored in custom fields. To export or import translation files Available in: Lightning Experience • Manage Translation AND Available in: Enterprise, Performance, and Developer Editions Create Documents Applies to: B2B Commerce

Note: You need the Manage Translation AND Create Documents user permissions to import or export translation files. If you attempt either operation without both user permissions, it’s possible to navigate to the import or export page, but the operation itself fails. Before you can export data translation files, you must enable Translation Workbench and data translation.

Important: Each data translation export request is limited to 1 GB of data and 100,000 records. If your requested export exceeds either of those limits, only a partial file is exported. To reduce the amount of data exported, use the language filter, available for

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the Outdated and translated and Bilingual export types. If your org’s data translations for a single object and language exceed either of those limits, use BULK API. 1. From Setup, in the Quick Find box, enter Export, and then select Export. 2. Select Data as the Translation Type. 3. Select the objects for data translation. 4. Select which labels you want to export. • Source–Used as the initial source for creating translations. Creates a set of files by object with all translatable text.

• Outdated and untranslated–Used to make updates. Creates a set of files, by language and then by object, including text changed after the last translation and text that is not yet translated. These files are then compressed into .zip files.

• Bilingual–Used for reference and reviewing all your untranslated and translated customizations. Creates a set of files, by language and then by object, including all the translatable text in its current translated or untranslated state. These files are then compressed into .zip files. The content in each file is divided into Untranslated and Translated sections. Each translatable text element is in the Untranslated or the Translated section, according to its translation state. The Translated section includes the out-of-date status for each text element.

5. If you selected the Outdated and untranslated or Bilingual export type, select at least one language. 6. Select a file format. Salesforce recommends the XML Localization Interchange File Format (XLIFF) because it contains more information than the .stf format, like the field width. 7. Click Export. A status message tells you that the export is being processed. Wait for it to finish before submitting another export request. When the export is complete, an email is sent to the email address specified in your profile. The email includes a link to a .zip file with your exported translation files.

Note: When exporting data translation files, individual uncompressed files are limited to 25 MB. If multiple files are required, each file name is date stamped and incremented. For example, Bilingual_de_Product2_2020-10-20 0836_1.xlf and Bilingual_de_Product2_2020-10-20 0836_2.xlf.

8. Send the files to your outside translators or translation agency for bulk translation activities, then use Import to update your data translations.

SEE ALSO: Enable Data Translation Translation Workbench Salesforce Developer Doc: Translations

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Work with Translation Files

Translate metadata labels or data translation text, or review existing translations, with XML EDITIONS Localization Interchange File Format (.xlf) or Salesforce Translation Format (.stf) files. Translation files can contain metadata translations or data translations. Metadata translations are Metadata translation for customizations that you made to your Salesforce organization, such as custom picklist values available in: Salesforce and custom field labels. Data translations are for the data stored within fields, such as the text in Classic (not available in all the Product object’s Name and Description fields. orgs) and Lightning Experience For metadata and data translation files, there are three file types. Data translation available in: • Source: Use to translate labels for the first time. Lightning Experience • Outdated and untranslated: Use to translate labels after the first translation pass. Available in: Professional, • Bilingual: Use to review and edit translations. Enterprise, Performance, Translation files are identified with either the .xlf or .stf extension. Salesforce recommends the XML Unlimited, and Developer Localization Interchange File Format (.xlf) for translation files. Editions

Data translation applies to: Considerations for Working with Translation Files B2B Commerce Review some important considerations to ensure that your edited translation file can be successfully imported. Source Translation Files Use the Source file to translate an organization's labels or data for the first time. The Source file contains labels for all of a Salesforce org's translatable metadata or data in the org's default language. Outdated and Untranslated Translation Files Use the Outdated and untranslated file to translate labels or data that need translation. The file includes labels or data changed since the last translation and labels that haven't been translated. One Outdated and untranslated file is generated for each language. When multiple files are generated, they're exported to a .zip file containing a file for each translation language. Bilingual Translation Files Use the Bilingual file to review translations, edit existing translations, and add translations for labels or data that haven't been translated. One Bilingual file is generated for each translation language. Translation File IDs and Keys Each translatable item has a unique identifier in the translation file. In .xlf files, it is the id within a trans-unit tag. In .stf files, it is the key. The structure of these identifiers differs for metadata and data translation files. Flow Identifiers in Translation Files In a translation file exported from Translation Workbench, a unique key or trans-unit ID attribute identifies a flow metadata label.

SEE ALSO: Export Metadata Translation Files Export Data Translation Files Import Translated Files

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Considerations for Working with Translation Files

Review some important considerations to ensure that your edited translation file can be successfully EDITIONS imported. Metadata translation General Considerations available in: Salesforce Classic (not available in all • Translation files are identified with the .stf or .xlf extension. Don't change the file extension. orgs) and Lightning • Salesforce recommends the XML Localization Interchange File Format (.xlf) for translation files. Experience

• All translation files are language-specific. Data translation available in: • A translation file name includes the name of the export option used to create it, the language Lightning Experience code for the file's content, and a date stamp. Data translation file names also include the name Available in: Professional, of the object. Enterprise, Performance, • Deleting a translation value, row, or trans-unit tag in the file doesn't remove the translation Unlimited, and Developer after the file is imported. To delete a translation, replace the translated text with <> in an .stf Editions file or <> in an .xlf file. When the file is imported, the label reverts to its primary label value. See Outdated and Untranslated Translation Files and Bilingual Translation Files in Salesforce Data translation applies to: B2B Commerce Help for examples.

Note: See the following Data Translation File Considerations for important notes about deleting the data translation for a record’s Name field.

Exported Translation File Limits • When exporting metadata translation files, individual uncompressed files are limited to 5 MB each. If your org’s metadata translations exceed 5 MB, the system exports multiple files. If multiple .zip files are required, each file name is date-stamped and incremented. For example, Outdated and untranslated 2020–09–20 05:13_part 1 of 2.zip. • Each data translation export request is limited to 1 GB of data and 100,000 records. If your requested export exceeds either of those limits, only a partial file is exported. To reduce the amount of data exported, use the language filter, available for the Outdated and translated and Bilingual export types. If your org’s data translations for a single object and language exceed either of those limits, use BULK API. • When exporting data translation files, individual uncompressed files are limited to 25 MB. If multiple files are required, each file name is date stamped and incremented. For example, Bilingual_de_Product2_2020-10-20 0836_1.xlf and Bilingual_de_Product2_2020-10-20 0836_2.xlf.

Translation File Import Limits • When importing metadata translation files, individual uncompressed files are limited to 10 MB each. • If data translation isn’t enabled in your org, each imported .zip file is limited to 10 MB. If data translation is enabled, each imported .zip file is limited to 1 GB. • When importing data translation files, individual uncompressed files are limited to 50 MB each. • When zipping data translation files for import, each .zip file can contain up to 100,000 total translation records within up to 2 GB of uncompressed files.

Data Translation File Considerations A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German.

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There are two ways to delete the translated values for all fields related to a record. Because translation files are language-specific, this action is per language. • Delete translated text for all of the record’s fields. For example, a Product has German translated values for its name and description. To remove all German data translations for that Product, replace the translated text for that Product record’s Name and Description fields with <> in an .stf file or <> in an .xlf file. • Delete the translated text for the record’s Name field, and remove the rows or trans-unit tags for the record’s other fields. For example, a Product has German translated values for its name and description. To remove all German data translations for that Product, replace the translated text for that Product record’s Name fields with <> in an .stf file or <> in an .xlf file. Also delete the row or trans-unit tag for that Product’s Description field.

Note: You can restore deleted data translation values through the recycle bin.

If an imported translation file deletes the translated value for a record’s Name and includes a translated value for another field, no action is taken. For instance, you delete the translated value for a Product’s name but leave the translation key for that Product’s description unchanged in a translation file for German. When you import that translation file, no changes are made to that Product’s translated values for German.

XML Localization Interchange File Format (.xlf) File Considerations The .xlf format is the recommended export type because it contains more information than the .stf format, like the field width. • .xlf translation file content is organized into translation units. Translation units for translated labels contain a target tag with the translated value. Untranslated labels have a source tag, but no target tag. • Translators must create a target tag for each untranslated label to store the translated value. Otherwise, don't add tags to or remove tags from the .xlf file. • The file tag’s attributes define details about the translation file , such as the source language, target language, and the translation type. • The trans-unit tags’ attributes define details about the translation unit, such as the id and the field width.

Salesforce Translation Format (.stf) File Considerations The .stf format behaves like a .csv file, with content organized into tab-delimited columns. • If you don’t use a standard translation tool such as Trados, edit the file using an application that supports tabs and word wrap, such as WordPad. • Don't add columns to or remove columns from the translation file. • If you use tabs, new lines, or carriage returns in your text for translation, they are represented with special characters in the .stf file format. Tabs are \t, new lines are \n, and carriage returns are \r. To ensure consistency between your language versions, ensure that these characters are maintained in your translations. • If you use Microsoft Excel to enter translations in an .stf file, your file format can be corrupted. MS Excel automatically adds quotation marks around entries that have commas. We recommend that you open your files in a text editor before importing them and remove these quotation marks. The import fails if these quotation marks are not removed.

Translating Rich Text Fields Fields with a type of Text Area (Rich) allow special formatting, such as bolding text or adding an image. When rich text fields are exported for translation, the translatable text for those fields includes encoded HTML tags.

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If your translators edit raw translation files, make sure that they understand HTML tags and their encoding. When translating the text, HTML tags are not required. However, if HTML tags are included in a translated value, they must be valid and in the same format as the exported tags. If the tags are incorrect, the translation import fails.

Note: The HTML tags are visible in the raw files. Many translation tools handle the conversion of mark-up languages like HTML for you. All rich text field translations must be contained within an HTML paragraph (

) tag with the appropriate HTML encoding for that file type. If the translation value contains only plain text, the required paragraph tag is added upon import. This table provides examples of exported rich text field content.

Rich Text Field Content Format Exported Text Available in women’s shoe sizes .stf

Available in women’s shoe sizes 5-13.

5–13. .xlf Available in women’s shoe sizes 5-13.

15% discount available for .stf

15% discount available for veterans. veterans.

Verification required.

Verification required. .xlf 15% discount available for veterans. Verification required.

Features: .stf

Features:

Leather
LImported
Rubber • Leather sole
Lightweight
Flexible sole

• Imported • Rubber sole .xlf Features: <ul><li>Leather </li><li>Imported </li><li>Rubber • Lightweight sole </li><li>Lightweight • Flexible sole </li><li>Flexible sole </li></ul>

See more information at this .stf

See more information at this reference site.

.xlf <a href="https://www.example.com">this reference site</a>.

SEE ALSO: Export Metadata Translation Files Export Data Translation Files Import Translated Files View, Restore, and Manage the Recycle Bin in Salesforce Classic

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Source Translation Files

Use the Source file to translate an organization's labels or data for the first time. The Source file EDITIONS contains labels for all of a Salesforce org's translatable metadata or data in the org's default language.

• Create one copy of the Source file for each language you are translating into. Data translation available in: • In the header of each Source file, change the language code from the organization's default Lightning Experience language to the translation language. For example, replace en_US for English (US) with es Available in: Professional, for Spanish. Enterprise, Performance, Unlimited, and Developer XML Localization Interchange File Format (.xlf) Source Translation Files Editions Source .xlf translation file content is organized into translation units. Translation units for translated Data translation applies to: labels contain a target tag with the translated value. Untranslated labels have a source tag, B2B Commerce but no target tag. Tell your translators to add a target tag containing the translated value after each source tag. If a target tag exists and the translation is out of date, tell them to replace the text in the target tag. Outdated labels have a value of outOfDate="true" within the trans-unit tag.

Important: A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German.

Tag Description Edit Options trans-unit Translation unit. Contains unique identifiers Do not edit. for the label, including the label’s id, maximum width, and out-of-date indicator.

source Label or text in the org’s default language. Do not edit.

target The current translation that is visible to end Enter the translated value. Add a target tag users selecting the target language as their if needed. personal language.

note Description of the metadata label, if defined, Do not edit. Translatable field descriptions in the source language. each have a separate trans-unit tag.

For example, if you build a custom Nickname field on the Account object, the original file contains the following trans-unit tag in the exported Source .xlf file.

Nickname The person’s nickname, or what they prefer to be called.

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To translate this label, add a target tag containing the translated value to the corresponding trans-unit tag after the source tag.

Nickname Apodo The person’s nickname, or what they prefer to be called.

Salesforce Translation Format (.stf) Source Translation Files

Column Description Edit Options KEY Unique identifier for the label. Do not edit.

LABEL Label or text in the org’s default language. Replace untranslated values with translated values.

For example, if you build a custom Nickname field on the Account object, the original file contains the following row in the exported Source .stf file.

# KEY LABEL

CustomField.Account.Nickname.FieldLabel Nickname

To translate this label, replace the LABEL text in that row with the translated value.

# KEY LABEL

CustomField.Account.Nickname.FieldLabel Apodo

Important: Don't add columns to or remove columns from the .stf translation file.

SEE ALSO: Considerations for Working with Translation Files Supported Languages

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Outdated and Untranslated Translation Files

Use the Outdated and untranslated file to translate labels or data that need translation. The file EDITIONS includes labels or data changed since the last translation and labels that haven't been translated. One Outdated and untranslated file is generated for each language. When multiple files are Metadata translation generated, they're exported to a .zip file containing a file for each translation language. available in: Salesforce Note: Salesforce recommends the XML Localization Interchange File Format (.xlf) for Classic (not available in all orgs) and Lightning translation files. See Considerations for Working with Translation Files for tips on editing Experience translation files and how to translate rich text field content. When working with the Outdated and untranslated translation file, each entry needs a new translated Data translation available in: value. Special values are used to delete an existing translation and revert the label to its original Lightning Experience value. Available in: Professional, Enterprise, Performance, XML Localization Interchange File Format (.xlf) Outdated and Untranslated Translation Unlimited, and Developer Editions Files Data translation applies to: Outdated and untranslated .xlf translation file content is organized into translation units. Translation B2B Commerce units for translated labels contain a target tag with the translated value. Untranslated labels have a source tag, but no target tag. Tell your translators: • For untranslated labels, add a target tag containing the translated value after each source tag. • If the label’s translation is out of date, replace the text in the target tag. Outdated labels have a value of outOfDate="true" within the trans-unit tag. Don’t update the outOfDate value. • To delete a translation, replace the value in the label's target tag with <>. When the Bilingual file is imported, the label reverts to its original value. • A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German. • Deleting the data translated value for a record’s Name field can delete all of that record’s other translated values for that language. See Considerations for Working with Translation Files for more information.

Tag Description Edit Options trans-unit Translation unit. Contains unique identifiers Do not edit. for the label, including the label’s id, maximum width, and out-of-date indicator.

source Label or text in the org’s default language. Do not edit.

target The current translation that is visible to end Enter the translated value. Add a target tag users selecting the target language as their if needed. personal language.

note Description of the metadata label, if defined, Do not edit. Translatable field descriptions in the source language. each have a separate trans-unit tag.

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For example, an existing Nickname field on the Account object has a Spanish translated value of “Apodo.” You change the primary label on the Nickname field from “Nickname” to “Preferred Name.” That label is now outdated. You also build a new custom Business Hours field on the Account object. The exported Outdated and untranslated .xlf translation file contains the following trans-unit tags.

Preferred Name Apodo The name preferred by this person. Business Hours

To update the outdated label, update the text in the corresponding target tag. To translate the new field’s label, add a target tag containing the translated value to the corresponding trans-unit tag after the source tag. Don’t change the outOfDate tag values. When you import the translated file, labels with updated translations are marked as up to date.

Preferred Name Nombre preferido The name preferred by this person. Business Hours Horario de oficina

To delete the Preferred Name label’s translation, update the translation value in the target tag with <>. When the file is imported, the label reverts to its original value.

Preferred Name <> The name preferred by this person.

Salesforce Translation Format (.stf) Outdated and Untranslated Translation Files

Note: Salesforce doesn’t recommend the STF format for translation files. If you choose to use this format, we don’t recommend editing the file with Microsoft Excel. For more information and restrictions, see Considerations for Working with Translation Files. Tell your translators to replace the values in the LABEL column with updated translated values. • To delete a translation, replace the desired value in the TRANSLATION column with a left and right angle bracket pair (<>). When the file is imported, the label reverts to its original value. • A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German. • Deleting the data translated value for a record’s Name field can delete all of that record’s other translated values for that language. See Considerations for Working with Translation Files for more information.

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Column Description Edit Options KEY Unique identifier for the label. Do not edit.

LABEL Label or text in the org’s default language. Replace untranslated values with translated values.

For example, an existing custom Nickname field on the Account object has a Spanish translated value of “Apodo.” You change the primary label on the Nickname field from “Nickname” to “Preferred Name.” That label is now outdated. You also build a new custom Business Hours field on the Account object. The exported Outdated and untranslated .stf translation file contains the following rows.

# KEY LABEL

CustomField.Account.Nickname.FieldLabel Preferred Name

CustomField.Account.Business_Hours.FieldLabel Business Hours

To translate the new field’s label and update the existing label, replace the LABEL text in each row.

# KEY LABEL

CustomField.Account.Nickname.FieldLabel Nombre preferido

CustomField.Account.Business_Hours.FieldLabel Horario de oficina

To delete the Nickname field’s outdated translation of “Apodo,” replace the translation value in the LABEL column with <>. When the file is imported, the label reverts to its primary label value of “Preferred Name.”

# KEY LABEL

CustomField.Account.Nickname.FieldLabel <>

SEE ALSO: Considerations for Working with Translation Files

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Bilingual Translation Files

Use the Bilingual file to review translations, edit existing translations, and add translations for labels EDITIONS or data that haven't been translated. One Bilingual file is generated for each translation language.

Note: Salesforce recommends the XML Localization Interchange File Format (.xlf) for Metadata translation translation files. See Considerations for Working with Translation Files for tips on editing available in: Salesforce translation files and how to translate rich text field content. Classic (not available in all orgs) and Lightning Experience XML Localization Interchange File Format (.xlf) Bilingual Translation Files Data translation available in: Bilingual .xlf translation file content is organized into translation units. Translation units for translated Lightning Experience labels contain a target tag with the translated value. Untranslated labels have a source tag, but no target tag. Available in: Professional, Enterprise, Performance, Tell your translators: Unlimited, and Developer • For untranslated labels, add a target tag containing the translated value after the source Editions tag. Data translation applies to: • If the label’s translation is out of date, replace the text in the target tag. Outdated labels B2B Commerce have a value of outOfDate="true" within the trans-unit tag. • To delete a translation, replace the value in the trans-unit's target tag with <>. When the Bilingual file is imported, the label reverts to its primary label value. • A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German. • Deleting the data translated value for a record’s Name field can delete all of that record’s other translated values for that language. See Considerations for Working with Translation Files for more information.

Tag Description Edit Options trans-unit Translation unit. Contains unique identifiers Do not edit. for the label, including the label’s id, maximum width, and out-of-date indicator.

source Label or text in the org’s default language. Do not edit.

target The current translation that is visible to end Enter the translated value. Add a target tag users selecting the target language as their if needed. Replace a value with <> personal language. to delete the translation.

note Description of the metadata label, if defined, Do not edit. Translatable field descriptions in the source language. each have a separate trans-unit tag.

For example, in an org with English as its default language, you build a new custom Business Hours field on the Account object. This label is untranslated. Nickname, an existing custom field on the Account object, has a Spanish translated value of “Apodo.” You change the primary label on the Nickname field from “Nickname” to “Preferred Name.” This label is outdated. Another existing custom Prior Reference Number field on the Account object has an incorrect Spanish translated value of “Número de consulta previa.” Although the translation isn’t out of date, it must be updated to “Número de referencia precedente.”

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The Name field on a custom Widget object had a primary label of “SLK.” A translator misinterpreted this acronym and entered a Spanish translation of “Flojo.” Although the translation isn’t out of date, you want to revert the translation to the primary label. Finally, a custom Number field on a custom Widget object had a primary label of “Number” and a Spanish translated value of “Número.” You update the primary label to “#” and want to remove the translated value. The exported Bilingual .xlf translation file contains the following row in the OUTDATED AND UNTRANSLATED section.

Business Hours Preferred Name Apodo The name preferred by this person. Prior Reference Number Número de consulta previa SLK Seda # Número

To make the requested changes: • Add a target tag with the translated value to the new Business Hours field. • Update the translation values in the target tags for the Preferred Name and Prior Reference Number fields. • To delete the translation of the Widget object’s Name and Number fields, update the translation values in those target tags with <>. When this file is imported, those labels revert to the primary label values. • Don’t change the outOfDate tag values. When you import the translated file, labels with updated translations are marked as up to date.

Business Hours Horario de oficina Preferred Name Nombre preferido The name preferred by this person.

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outOfDate="false"> Prior Reference Number Número de referencia precedente SLK <> # <>

Salesforce Translation Format (.stf) Bilingual Translation Files

Note: Salesforce doesn’t recommend the STF format for translation files. If you choose to use this format, we don’t recommend editing the file with Microsoft Excel. For more information and restrictions, see Considerations for Working with Translation Files. Bilingual .stf translation file content is separated into translated labels and outdated or untranslated labels. The TRANSLATED section of the .stf file contains text that has been translated and is up to date. When importing, four columns are expected for each label in this section: KEY, LABEL, TRANSLATION, and OUT OF DATE. For this section, tell your translators: • To update a current translation, replace the value in the TRANSLATION column. • To delete a translation, replace the value in the TRANSLATION column with a left and right angle bracket pair (<>). When the file is imported, the label reverts to its primary label’s value.

Column Description Edit Options KEY Unique identifier for the label. Do not edit.

LABEL Label or text in the org’s default language. Do not edit.

TRANSLATION The current translation that is visible to end • To edit a translation, replace the users selecting the target language as their translated value. personal language. • To delete a translation, replace the translated value with <>.

OUT OF DATE Indicates whether the source text has Do not edit. changed since the previous translation. A dash (-) indicates that the translation is current.

The OUTDATED AND UNTRANSLATED section of the file contains labels changed after the label’s translation value was last updated and text that hasn't been translated. When importing, two columns are expected for each label in this section: KEY and LABEL. For this section, tell your translators: • Replace the text in the LABEL column with new or updated translation values.

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• Delete any values in the TRANSLATED and OUT OF DATE columns. • Delete the corresponding columns in the OUTDATED AND UNTRANSLATED section. • To delete an outdated translation, replace the value in the LABEL column with a left and right angle bracket pair (<>). When the file is imported, the label reverts to its primary label’s value. • A translated value for the data in the record’s Name field is required to translate data in other fields for that record. For example, you must provide a German translation for the name of a Product before you can translate its description into German. • Deleting the data translated value for a record’s Name field can delete all of that record’s other translated values for that language. See Considerations for Working with Translation Files for more information.

Column Description Edit Options KEY Unique identifier for the label. Do not edit.

LABEL Label or text in the org’s default language. Replace label text with new or updated translated values.

TRANSLATION The current translation that is visible to end Delete this column and its contents when users selecting the target language as their updating an out-of-date translation. personal language. Untranslated labels don’t have a value in this column.

OUT OF DATE Indicates whether the source text has Delete this column and its contents when changed since the previous translation. updating an out-of-date translation. An asterisk (*) indicates that the label is out of date. A change was made to the primary label and the translation hasn't been updated. Untranslated labels don’t have a value in this column.

For example, in an org with English as its default language, an existing custom Prior Reference Number field on the Account object has an incorrect Spanish translated value of “Número de consulta previa.” Although the translation isn’t out of date, it must be updated to “Número de referencia precedente.” The Name field on a custom Widget object had a primary label of “SLK.” A translator misinterpreted this acronym and entered a Spanish translation of “Flojo.” Although the translation isn’t out of date, you want to revert the translation to the primary label. You also build a new custom Business Hours field on the Account object. This label is untranslated. Nickname, another existing custom field on the Account object, has a Spanish translated value of “Apodo.” You change the primary label on the Nickname field from “Nickname” to “Preferred Name.” This label is outdated. Finally, a custom Number field on a custom Widget object had a primary label of “Number” and a Spanish translated value of “Número.” You update the primary label to “#” and want to remove the translated value. The exported Bilingual .stf translation file contains the following row in the OUTDATED AND UNTRANSLATED section.

------TRANSLATED------

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# KEY LABEL TRANSLATION OUT OF DATE

CustomField.Account.Prior_Ref_No.FieldLabel Prior Reference Número de consulta – Number previa

CustomField.Widget__c.Name.FieldLabel SLK Seda –

------OUTDATED AND UNTRANSLATED------

# KEY LABEL TRANSLATION OUT OF DATE

CustomField.Account.Business_Hours.FieldLabel Business Hours

CustomField.Account.Nickname.FieldLabel Preferred Name Apodo *

CustomField.Widget__c.Number.FieldLabel # Número *

To make the requested changes: • In the TRANSLATED section, update translations by replacing the value in the TRANSLATION column. To delete the translation of the Widget object’s Name field, replace the TRANSLATION value with <>. When this file is imported, the label for that Number field reverts to its primary label value of SLK. • In the OUTDATED AND UNTRANSLATED section, replace the value in the LABEL column. Then remove the TRANSLATION and OUT OF DATE columns and their content for the Nickname field. To delete the translation of the Widget object’s Number field, replace the TRANSLATION value with <>. When this file is imported, the label for that Number field reverts to its primary label value of #.

------TRANSLATED------

# KEY LABEL TRANSLATION OUT OF DATE

CustomField.Account.Prior_Ref_No.FieldLabel Prior Reference Número de – Number referencia precedente

CustomField.Widget__c.Name.FieldLabel SLK <> –

------OUTDATED AND UNTRANSLATED------

# KEY LABEL

CustomField.Account.Business_Hours.FieldLabel Horario de oficina

CustomField.Account.Nickname.FieldLabel Nombre preferido

CustomField.Widget__c.Number.FieldLabel <>

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Important: Delete the TRANSLATION and OUT OF DATE columns only in the OUTDATED AND UNTRANSLATED section. Rows in that section must have exactly two columns of data to be imported. Rows in the TRANSLATED section must have exactly four columns of data to be imported.

SEE ALSO: Considerations for Working with Translation Files

Translation File IDs and Keys

Each translatable item has a unique identifier in the translation file. In .xlf files, it is the id within a EDITIONS trans-unit tag. In .stf files, it is the key. The structure of these identifiers differs for metadata and data translation files. Metadata translation Note: Translation file keys and ids aren’t edited during translation. The text to be translated available in: Salesforce is in the translation file in the source tag for .xlf files or the label column for .stf files. For Classic (not available in all orgs) and Lightning admins, knowing how the id or key work can help them understand how these identifiers Experience are structured. Data translation available in: Lightning Experience Metadata Translation File IDs and Keys All translatable metadata has a setup component. Depending on the setup component, the Available in: Professional, translatable metadata can have an object, aspect, custom report type entity, flow type, flow name, Enterprise, Performance, Unlimited, and Developer and flow component. Editions • Metadata label translation file IDs and keys follow the format: SetupComponentName.ObjectName.AspectName. Data translation applies to: B2B Commerce • Metadata label translation file IDs and keys for custom report types contain the report type entity in place of the object name. The format is: SetupComponentName.CustomReportEntityName.AspectName. • Metadata translation file IDs and keys for flows can also contain the flow component, flow type, flow name, flow version, flow screen, or flow aspect. See Flow Identifiers in Translation Files for detailed examples. This table provides examples of metadata translation IDs and keys.

Translation Label or Text id (in .xlf Files) or Key (in .stf Files) Country “Spain” in address AddressCountry.ES

“Billing” button or link on the Account object ButtonOrLink.Account.Billing

Label of the “Active” field on the Account object CustomField.Account.Active.FieldLabel

Description of the “Active” field on the Account object CustomField.Account.Active.Description.FieldLabel

Help text of the “Active” field on the Account object CustomField.Account.Active.Description.HelpText

“Low” picklist entry in the Customer Priority picklist on the Account PicklistValue.Account.CustomerPriority.Low object

Description of the “East Accounts” Custom Report Type CustomReportType.East_Accounts.Description

“Accounts” Custom Report Type Layout Section on the “Accounts” CrtLayoutSection.Custom_Accounts_Reports_1 Custom Report Type

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Translation Label or Text id (in .xlf Files) or Key (in .stf Files) Description of the “Goal Layout” Custom Report Type Layout on LayoutSection.Goal.Goal the “Goals” Custom Report Type Layout.Description_1

“Survey Customers” flow name Flow.Flow.Survey_customers.FieldLabel

“Customer Name” screen input field on version 2 of the “Survey Flow.Flow.Survey_customers.2.Survey_ Customer” flow Customer.Field.Customer_Name.FieldLabel

Data Translation File IDs and keys If data translation is enabled in your Salesforce org, the record ID is used to identify the translatable text in an exported data translation file. Data translation IDs and keys follow the format ObjectName.recordUniqueIdentifier.FieldName. This table provides examples of data translation IDs and keys.

Translation Label or Text id (in .xlf Files) or Key (in .stf Files) Name of the product with record ID 01txx0000006yvEAAQ Product2.01txx0000006yvEAAQ.Name

Description of the product with record ID Product2.01txx0000006yvEAAQ.Description 01txx0000006yvEAAQ

Text stored in a custom “Discount Notes” field for the product Product2.01txx0000006yvEAAQ.Discount_Notes__c record ID 01txx0000006yvEAAQ

SEE ALSO: Flow Components for Metadata Translation

Flow Identifiers in Translation Files

In a translation file exported from Translation Workbench, a unique key or trans-unit ID attribute EDITIONS identifies a flow metadata label. Flows follow a convention based on the flow label. Available in: Salesforce Classic (not available in all Flow Key or Trans-Unit ID Example orgs) and Lightning Component Experience Flow Flow.flowType. Flow.Flow.Survey_customers.FieldLabel Available in: Professional, Definition flowUniqueName.FieldLabel Enterprise, Performance, Name Unlimited, and Developer Editions Flow Version Flow.flowType. Flow.Flow.Survey_customers.1.Name Name flowUniqueName. versionNumber.Name

Screen

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Flow Component Key or Trans-Unit ID Example

Paused Message Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.1.Screen.Greet_Customer. versionNumber.Screen.screenUniqueName. PausedText PausedText

Help Text Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.1.Screen.Greet_Customer. versionNumber.Screen.screenUniqueName. HelpText HelpText

Screen Input Field

Label Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Survey_Customer.Field. versionNumber.screenUniqueName.Field. Customer_Name.FieldLabel fieldUniqueName.FieldLabel

Help Text Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Survey_Customer.Field. versionNumber.screenUniqueName.Field. Customer_Name.HelpText fieldUniqueName.HelpText

Error Message Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Survey_Customer. versionNumber.screenUniqueName.Field. Field.Customer_Name.ErrorMessage fieldUniqueName.ErrorMessage

Screen Output Field

Display Text Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Greet_Customer.Field. versionNumber.screenUniqueName.Field. WelcomeMessage.Description fieldUniqueName.Description

Choice

Label Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Choice.Participate_No. versionNumber.Choice.choiceUniqueName. FieldLabel FieldLabel

Error Message Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Choice.Participate_No. versionNumber.Choice.choiceUniqueName. ErrorMessage ErrorMessage

Input Label Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.Choice.Participate_No. versionNumber.Choice.choiceUniqueName. InputLabel InputLabel

Stages

Stage Label Flow.flowType.flowUniqueName. Flow.Flow.Stages_Online_Purchase_Breadcrumbs.1. versionNumber.Stage.stageUniqueName. Stage.Billing_Details.FieldLabel FieldLabel

Text Template

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Flow Component Key or Trans-Unit ID Example

Label Flow.flowType.flowUniqueName. Flow.Flow.Survey_customers.2.TextTemplate. versionNumber.TextTemplate. ParticipantCity_FieldLabel texttemplateUniqueName.FieldLabel

SEE ALSO: Work with Translation Files Considerations for Translating Flows

Import Translated Files

Import and update the translations for your Salesforce org’s metadata, such as custom fields, report EDITIONS types, and picklist values. Or import and update data translations, such as Product names. Typically, you export translation files from Salesforce, then send them to outside translators or a translation Metadata translation agency for bulk translation activities. You then import the translated files. available in: Salesforce Note: You need the Manage Translation AND Create Documents user permissions to import Classic (not available in all orgs) and Lightning or export translation files. If you attempt either operation without both user permissions, it’s Experience possible to navigate to the import or export page, but the operation itself fails. Data translation available in: Lightning Experience Prepare Your Translated Files 1. Create a separate file for each language. Available in: Professional, Enterprise, Performance, Salesforce recommends the XML Localization Interchange File Format (.xlf) for translation files. Unlimited, and Developer Editions 2. Specify the language for this translation import. When you export a translation file with the Bilingual or Outdated and untranslated export type, Data translation applies to: B2B Commerce the language is already specified. If you’re importing a Source file or importing translations for different language than the original file, update the language code. • For .xlf files, use the target-language attribute on the file tag. For example, . translation files • For .stf files, use the language code attribute at the top of the file. For example: • Manage Translation AND Create Documents

# Language: Spanish Language code: es Type: Source

Translation for the specified language must be supported for your org. For a full list of Salesforce supported languages and their language codes, see Supported Languages in Salesforce Help.

3. If data translation is enabled in your Salesforce org, include a translation type attribute. For .xlf files, include the translation-type attribute on the file tag. For .stf files, include the translation type on its own line after the language code and type.

135 Extend Salesforce with Clicks, Not Code Manage Your Translations

Note: If you export a translation file after data translation is enabled in your org, the resulting file includes this attribute.

File Type Metadata Translation Attribute Data Translation Attribute XML Localization translation-type="metadata" translation-type="data" Interchange File Format (.xlf)

Salesforce Translation Type: Metadata Translation Type: Data Translation Format (.stf)

4. Save import files in UTF-8 encoding. 5. Size your files. When importing metadata translation files, individual uncompressed files are limited to 10 MB each. When importing data translation files, individual uncompressed files are limited to 50 MB each.

6. Bundle multiple files into .zip files. If data translation isn’t enabled in your org, each imported .zip file is limited to 10 MB. If data translation is enabled, each imported .zip file is limited to 1 GB. When zipping data translation files for import, each .zip file can contain up to 100,000 total translation records within up to 2 GB of uncompressed files. Create multiple .zip files as needed.

Important: Each .zip file can only contain metadata or data translation. If data translation is enabled in your org, import metadata and data translations separately. The zipped files don't have to be in the same order or grouping as the exported .zip files. For example, you start with two exported .zip files. The first file includes French, Italian, and Japanese. The second file includes Russian, Simplified Chinese, and Greek. You can create: • One .zip file with French, Greek, and Italian. • One .zip file with Russian and Greek. • One .zip file with Simplified Chinese.

Import Your Prepared Translated Files 1. From Setup, in the Quick Find box, enter Import, and then select Import under Translation Workbench. 2. Click Choose File, and select the file you want to import. 3. Click Import. After the import is complete, a confirmation email is sent to the email address specified in your profile. Wait for each import to finish before submitting another translation file for import. If any portion of the import fails, the email includes details about what went wrong. If the imported zip file exceeds translation import limits, the email lists the files that were imported before the limit was reached. If records within the imported translation files weren’t processed, the email lists those files and includes an error log.

Verify Your Translations There are multiple ways to view the imported translations:

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• Check metadata labels and data translations in your Salesforce org. • Check metadata labels through Translation Workbench. • Check data translations through the Translation tab within Product. • Export data translations and verify your updated text. Check labels in your Salesforce org.

Note: Labels that are exported and left unchanged in the translation file aren’t saved as translations on import.

SEE ALSO: Supported Languages Work with Translation Files Common Errors with Exporting and Importing Translation Files Documents Home

Common Errors with Exporting and Importing Translation Files

Troubleshoot issues you can encounter while exporting and importing files in Translation Workbench. EDITIONS

Error Message What It Means Troubleshooting Steps Metadata translation Bilingual file section starts with The header rows of the file Export your file again Make sure available in: Salesforce non header row: missing. Or there is extraneous all sections, and that all orgs) and Lightning Experience text, such as notes that aren't extraneous text has been commented out, in those rows. commented out or removed Data translation available in: from the header rows. Lightning Experience

Data translation import for key This error message only applies Provide a translated value for Available in: Professional, failed. A translated value to data translation files. A the data stored in the Name Enterprise, Performance, for the